1. Why We Don’t Follow Doctors’ Orders Strategies to Improve Patient Cooperation Scott Zimmerman President, TeleVox Software © TeleVox Software Inc.

2. Learning Objectives 1.Understand the gap between prescribed treatment plans and patient follow-through. 2.Recognize patient characteristics that will impact how you communicate with them. 3.Explore technology’s role in improving communication between visits.

3. 34 out of Americans (83%) Admit they don’t follow treatment plans given by their doctor exactly as prescribed. The lack of follow-through exasperates doctors; only of healthcare professionals feel they are successfully helping their patients become healthier individuals. of healthcare professionals say their patients acknowledge the situation and have good intentions, many patients make excuses as to why they “CAN’T” take charge of their personal health. Although Where we are today TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

4. 1. Change is overwhelming What’s in the way?

5. Making a behavior change plan PROVIDER QUESTIONS PATIENT INPUTS RESULTING GOAL What do you want to happen? Why is that important to you? What other benefits? What have you tried? What did you learn? I want to lose 20 pounds. I want to be healthier and feel better about myself. I joined a gym. I always made excuses not to go. 20 minutes of walking, 5 days each week. What small step are you willing to take? I can try walking. How do you see it happening given your current commitments? I can do it during my lunch breaks. If I schedule it, I can stick to it. Get specific:

6. 1. Change is overwhelming 2. Patients need a proper perspective What’s in the way?

7. It’s a journey with ups & downs Timid Frustrated Energized Stressed

8. It’s a game - keep score! 20 minutes of walking, 5 days a week. Goal #1Goal #2Goal #3 Replace red meat with poultry for one meal a week. Don’t eat after 7 pm. How is this going for you? Great, let’s add another small change. You’re doing even more! Why is this working? Goal for next time? You have come so far! Keep up the great progress!

9. 3. Too much time between appointments 1. Change is overwhelming 2. Patients need a new perspective What’s in the way?

10. Healthcare professionals believe that with proper motivation and coaching the majority of their patients will take the necessary steps to become healthy. 42% of people who feel they could better follow their prescribed plans would be likely to do so if they received encouragement from their doctor in between visits to stay on course. A possible solution Provider ActionsPatient Reactions TeleVox Research Report: “A Fragile Nation in Poor Health,” 2012

11. Close gaps with technology ER Visit Prescription Reconciliation “Set Appointment” Reminder Appointment Reminder/ Checklist AdmissionDischargeTransfer Doctor Visit Journal Reminders Reading n (multiple) Patient touch points that can be automated Enrollment/ Communication Preferences 1:900 Care Coordinator to Patient Ratio: (100% Manual Effort) Current StateCapacity Challenges LOW RISK HIGH RISK Care Coordinator Medical Assistants

12. “I feel supported.” “I am more honest with myself. And my doctor.” “I trust my doctor.” “My doctor cares about me.” “I’m going to stick with this. And I’m going to stick with my doctor.”

13. Getting more patient cooperation Three ways you can help change patient behavior Support patients in taking small steps. 1 Provide perspective. It’s a journey, not instant. 2 Seek ways to extend care beyond the exam room. 3

14. 2. Patients need a new perspective Additional thoughts/questions on materials today? Want to collaborate on other ideas? Pressing practice problem where we might help? Contact me: scottz@televox.com Healthy World reports can be found @ www.televox.com/healthyworld