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Transition of care: How a flawless handoff elevates the experience

By Partha Deka, M.D., General Manager, Healthcare, TTEC

Ever been stunned by the words, “Cancer was the best thing that ever happened to me?”

Life-changing? Yes. Soul-crushing? Yes. But, gratitude? Also, yes. If you’ve ever wondered why some survivors call cancer a gift that transformed their outlook on life, it’s very likely that exceptional transition of care played a role in their medical journey.

Those who’ve come out the other side of a devastating prognosis, and they’re all around us even if they never speak of it, often were fortunate to have received excellent coordinated care from hospital to rehab to home, from one specialist to another with their vital medical data shared responsibly to ensure continuity of treatment for the best health outcomes.

When care of a single patient — delivered by a vast array of healthcare professionals working across different settings and often-incompatible electronics records platforms — is choreographed with precision, the total ecosystem is lifted to a new level. The trifecta:

• Better health outcomes enable patients to thrive and live life to the fullest
• Payers earn high quality scores and reduce preventable hospital re-admittances, which cost more than $15,000 per patient, according to the National Institutes of Health.
• Providers’ value-based care (VBC) arrangements are enhanced, medical liability is reduced, and fewer re-admittances means fewer fines for hospitals. Clinicians are assured their care has the best chance of success because the baton was passed with finesse.

The behind-the-scenes players who make transition of care the best it can be are the true heroes and legends. We call them “healthcare advocates.”

Genuine advocates in the member experience centers

Modern healthcare member experience centers employ associates who do not depend solely on scripted responses, in contrast to those working in sectors such as retail, banking, and travel.

Healthcare advocates offer skilled, concierge-level support, emphasizing adherence, patient education, and attending follow-up appointments to champion individual health.

Healthcare advocates use active listening to ensure patients understand information, repeating or rephrasing as needed. They are proactive, well-trained, and utilize tools like AI to enhance their effectiveness.

Connected healthcare is an attainable goal

Review the agenda for the upcoming HLTH conference and show in Las Vegas to see presentations highlighting connectivity, collaboration, and people-centered care — core elements of a quality care transition and central to TTEC’s vision for Connected Healthcare.

Transitional care deficiencies are a reflection of a fragmented health care system. Proactive care management relies on recognizing the importance of patient-centered approaches. Patients may seek assistance due to medical uncertainties, financial concerns, caregiving duties, and various other pressures. Trained healthcare advocates identify these challenges and respond appropriately to support patients in managing their healthcare needs.

In addition to patients’ and clinicians’ frustration with gaps in care, evidence suggests they could threaten patient safety. For example, one study found 19% of patients had an adverse event after discharge and 30% of these events were preventable. For socioeconomically disadvantaged patients, these issues are compounded by insufficient access to outpatient care, lack of social support, and transportation needs. Healthcare professionals, likewise, identify poor care transitions as an important target for improvement.

Care processes are becoming more coordinated across key steps. CX experts like TTEC deploy AI tools to support healthcare advocates enhancing the patient experience.

To assess your readiness to improve care coordination, there are few questions to ask involving technology infrastructure, organizational culture, and expertise.

At TTEC, processes and technologies are regularly updated to improve patient experience, health outcomes, and sustainability for healthcare clients.

We will be at HLTH next month in booth 4518. If you would like to discuss care coordination or transition of care, please stop by.