Engaging healthcare consumers in a highly personalized way—and the value it brings to all healthcare system stakeholders—is increasingly important, as we highlighted in “Next generation patient engagement during the care journey.”
The benefits of this approach can lead to better member experience, higher quality of care, and reduction of avoidable healthcare costs. The urgency and importance of personalized engagement has only grown through the COVID-19 pandemic, reflecting the shifting nature of care as well as consumer openness to engaging in different ways.
In order to better understand how personalization could improve healthcare outcomes and consumer experience, McKinsey conducted consumer research1 to examine the practical applications of personalization in discharge planning. This investigation included how post-admission engagement could potentially reduce unnecessary healthcare costs and readmission experiences. This research builds on two decades of work that posits how transitions of care and supported discharge programs after an acute exacerbation can reduce avoidable readmissions.2
Good follow-up care (such as ensuring medication adherence, adherence to the right rehabilitation and physical therapy, remote monitoring of symptoms, and timely follow-up checkups) may lead to better outcomes. When this follow-up care fails (for example, due to a lack of access, a lack of health literacy, or other factors), a patient is more likely to end up back in a hospital or with a need for additional care.
This personalized care approach is especially relevant as consumers reflect on COVID-19. As discussed in “Helping healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Insights,” a third of respondents expressed interest in their providers offering support through telemedicine options, COVID-19 testing, and information on avoiding becoming ill. On a broader level, by reducing avoidable unnecessary outpatient and inpatient events, stakeholders can relieve the overall health system capacity, prioritizing those in need of immediate help.
Source: McKinsey