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Practice paper

Retaining patients and maintaining volumes in a consumer-driven world

Adrin Mammen
Management in Healthcare: A Peer-Reviewed Journal, 7 (1), 50-60 (2022)
https://doi.org/10.69554/ELFR8065

Abstract

Patient retention is essential for healthcare organisations’ survival. Now that patients have become healthcare consumers, they expect their interactions — from finding a physician to scheduling and attending their appointment — to be fast and convenient. To meet these expectations, healthcare professionals need to provide digital strategies for patient engagement. The patient access team at Montefiore Health System launched a digital transformation initiative to improve patient access to care, attract new patients and maintain patient loyalty. This paper discusses the evolution of the patient engagement landscape and describes how Montefiore implemented digital strategies for continuous patient engagement that improve patients’ health and the organisation’s bottom line.

Keywords: Patient retention; healthcare organisations; healthcare consumers; digital strategies for patient engagement; patient access team; Montefiore Health System; patient loyalty

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Author's Biography

Adrin Mammen , MS, MBA, FACHE, is an award-winning healthcare administrator with expertise in ambulatory practice and quality management. She provides executive leadership for the development and growth of the centralised patient access centre and the organisational excellence teams. She has oversight across ambulatory scheduling, referral management, care coordination, capacity and performance management and other services as required by patient and provider relationships. Adrin is charged with creating and supporting exceptional patient access and service, faculty and staff satisfaction, seamless and efficient referral management capabilities, growth and volume management, digital health advancement and strong financial performance. Adrin has extensive experience as a Six Sigma Master Black Belt and as a Lean Black Belt. She is also a Fellow of the American College of Healthcare Executives (ACHE) and an active member of Health Leaders of New York (HLNY). Adrin graduated from Pennsylvania State University with a Bachelor of Science in Health Policy and Administration and has also earned her Master of Science in Health Services Administration from St. Joseph’s University and her Master of Business Administration in Quality Management from Hofstra University. She was featured in American Healthcare Leader magazine (Winter 2022 issue). Adrin is also a prolific speaker and writer, regularly receiving invitations to speak at national conferences and publishing manuscripts in journals.

Citation

Mammen, Adrin (2022, September 1). Retaining patients and maintaining volumes in a consumer-driven world. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 7, Issue 1. https://doi.org/10.69554/ELFR8065.

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cover image, Management in Healthcare: A Peer-Reviewed Journal
Management in Healthcare: A Peer-Reviewed Journal
Volume 7 / Issue 1
© Henry Stewart
Publications LLP

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