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

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She tested negative for COVID in early January. Her 5 family members all tested positive.

She did develop symptoms of COVID with productive cough, loss of sense of smell and taste, muscle aches, myalgia, gut pains and intermittent headaches.

This was classic for COVID and post COVID syndrome even though her COVID test was negative.

She reached out to her GP who had been her GP for 20 years. His office announced that they don’t see or treat COVID patients.Betsy said that he is much more interested in the botox part of his practice.

Betsy was feeling worse and somewhat short of breath. She went to the ER. The ER doctor measured her oxygen saturation. It was 84% which is low. It should be over 95%.  He admitted her to the hospital. When she got upstairs, another doctor saw her. Her oxygen sat was 95% so the doctor discharged her with no meds. No followup. Nothing.

Betsy’s company has a corporate account with an executive checkup company. This is a concierge care service. When she called, the nurse would only text with her. They never spoke. The nurse said that she could not do anything. She had no access to the ER records and she must go back to her GP.

So that is the state of the customer experience in some primary care settings.

I feel sorry for these patients who are not getting the support, advice and care that they want and need.

That is why we offer a service to meet these types of needs on an expedited basis.

It is described at www.quest-executive.com

Raymond Rupert  CEO  RCM Health Consultancy Inc.

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