Why We
Don’t Follow
Doctor’s Orders
Strategies to Improve
Patient Cooperation
Scott Zimmerman
President, TeleVox Software
Learning Objectives
1. Understand the gap between prescribed
treatment plans and patient follow-through.
2. Recognize key components in successful
behavior change journeys
3. Explore technology’s role in improving
communication between visits.
Where we are today
The lack of
follow-through
exasperates
doctors; only
34
out
of
Americans (83%)
Admit they don’t follow
treatment plans given
by their doctor exactly
as prescribed.
TeleVox Research Report:
“A Fragile Nation in Poor Health,” 2012
of healthcare professionals feel they are
successfully helping their patients
become healthier individuals.
Although
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.
What’s in the way?
1. Providers don’t have the resources to support
follow through
2. There’s too much time between appointments
3. Change is overwhelming for the patient
4. Patient engagement needs to evolve
Small steps lead to big changes
PROVIDER
QUESTIONS
PATIENT
RESPONSES
What do you want to happen?
I want to lose 20 pounds.
Why is that important to you?
What other benefits?
I want to feel better about
myself.
What have you tried?
What did you learn?
I joined a gym. I always
made excuses not to go.
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.
SMALL
STEPS
Get specific:
20 minutes
of walking,
5 days/
each week.
It’s a journey with ups & downs
Frustrated
Energized
Stressed
Timid
It’s a game - keep score!
Goal #1
Goal #2
Eliminate
simple sugars.
Include lean protein
and veggies in every
meal.
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?
Goal #3
20 minutes of
walking, 5
days a week.
You have come so far!
Keep up the momentum!
A possible solution
Healthcare
professionals
believe that with
proper motivation
and coaching the majority
of their patients will take
the necessary steps to
become healthy.
Provider Actions
TeleVox Research Report:
“A Fragile Nation in Poor Health,” 2012
85% of patients
think that
communications
such as emails,
texts and voicemails are as
helpful or more helpful than inperson or phone conversations
with their healthcare provider.
Patient Reactions
Close gaps with technology
More than just checking a box… meaningful results
reduction in
missed
appointments
increase in
cancer
screenings
reduction in
return ER
visits
increase in inbound
calls to nurse line
and 3x greater
nurse line adoption
cost avoidance from member
compliance on Rx refills
Getting more patient cooperation
Three ways you can make a difference
1
2
3
Make their
day.
Show them
the way.
Extend care
beyond the
exam room.
“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.”
Additional thoughts/questions on materials today?
Want to collaborate on other ideas?
Pressing practice problem where we might help?
2. Patients need
a new
Contact
me:perspective
scottz@televox.com
Follow me: @scottzsays
Healthy World reports can be found @
www.televox.com/healthyworld