Technology-Enabled Consumer Engagement: Promising Practices At Four Health Care Delivery Organizations

Health Aff (Millwood). 2019 Mar;38(3):383-390. doi: 10.1377/hlthaff.2018.05027.


Patients' journeys across the care continuum can be improved with patient-centered technology integrated into the care process. Misaligned financial incentives, change management challenges, and privacy concerns are some of the hurdles that have prevented health systems from deploying technology that engages patients along the care continuum. Despite these sociotechnical challenges, some health care organizations have developed innovative approaches to engaging patients. We describe promising technology-enabled consumer engagement practices at two community-based delivery organizations and two academic medical centers to demonstrate the approaches, sociotechnical challenges, and outcomes associated with their implementation. Leadership commitment and payer policies that align with the quadruple aim-enhancing patient experience, improving population health, reducing costs, and improving the work life of health care providers-would encourage further deployment and lead to greater consumer engagement along the care continuum.

Keywords: Consumer issues; Information Technology; Mobile health; Patient Health Records.

Publication types

  • Research Support, Non-U.S. Gov't

MeSH terms

  • Academic Medical Centers / organization & administration
  • Adolescent
  • Adult
  • Aged
  • Child
  • Child, Preschool
  • Delivery of Health Care / organization & administration*
  • Electronic Health Records
  • Female
  • Humans
  • Male
  • Medical Informatics* / methods
  • Middle Aged
  • Patient Participation* / methods
  • United States
  • Young Adult