The ROI of engaged patients

Abstract

Summa Health System, based in Akron, Ohio, implemented pre-visit multimedia engagement and post-visit centralized follow-up as a means to promote the more active engagement of its patients in managing their care. The initiative led to significant improvements in the patient experience, as measured by HCAHPS ratings. The initiative, among others, also helped ensure that Summa received 100 percent of its 2012 pay-for-performance incentive from the Centers for Medicare & Medicaid Services.