Key Patient Engagement Trends to Watch 

Down arrow


2022 was another pivotal year for healthcare. Day-to-day operations changed to accommodate the aftermath of the COVID-19 pandemic. New regulations such as the Information Blocking Rule and the No Surprises Act were introduced. And healthcare organizations had to grapple with ongoing and crippling staffing challenges.   

As we look to the remainder of 2023 and beyond, it’s guaranteed that things will continue to evolve at a rapid pace.  

One overarching trend we’re already seeing is the continued growth of healthcare consumerism. Many providers already have their eye on the ever-expanding list of local storefronts such as CVS, Walgreens, and Walmart expanding into retail clinics, signaling a new chapter in the patient-as-consumer mindset.  

Particularly worrisome for providers is that fact that these companies have already spent millions getting to know patients and installing technology, such as online patient self-scheduling, to attract them. In addition, consumers’ growing desire for convenience will continue to influence their perceptions of the quality of care they receive from providers.   

With that in mind, read on for what we anticipate will be the 5 biggest patient engagement trends your organization will need to adapt to over the next year. 

Take this content with you by filling out the form to get a PDF.

Or keep scrolling to read!

2023-04-EB-Intelichart-Patient Engagement Trends-FINAL_Page_01

Chapter 1

The Growing Influence of Provider Reviews & Patient Choice

Patient engagement trend #1: Provider reviews will have an even greater influence on patient choice for healthcare.

Today, consumers use product reviews and star ratings as key factors in making everyday purchase decisions, and searching for a new healthcare provider is no exception. According to a recent report by YouGov, online provider reviews and star ratings have become crucial influencers when choosing a new healthcare provider, superseded in importance only by insurance acceptance and location.  

Surprisingly, the place that most patients find reviews is not or a health system’s website. Instead, Google Business Listings are the most used source of provider reviews, with over 70% of respondents in the YouGov survey saying they trusted its reviews over other sources.  

Organizations that are not already actively tracking provider performance on Google are ignoring consumerism in healthcare at their peril. Now is the time to put a strategy in place to ensure you are protecting your organization’s reputation.  

"Google Business Listings is the most-used physician review resource and providers with 5 or more reviews are considered trustworthy."

How to get ahead of the trend:

Encourage patients with positive experiences to leave a review. 

Collecting quality reviews doesn’t need to be complicated. You may be able to use patient engagement tools already at your disposal to boost ratings.  

For example, patient satisfaction surveys are a great way to predict the star ratings your organization is likely to receive. You can make the most of positive patient experiences by asking highly satisfied patients to leave a review on Google. In fact, a recent report found practices that prompted patients for reviews saw a five-fold volume increase in online reviews.  

For staff that is already burdened with multiple administrative tasks, it’s easy to put reputation management on the back burner. But advanced survey tools can automate this entire process, and ensure staff is reaching out to people who are the most satisfied, at a time when they are most likely to leave a positive review. 

Increasing your chances of receiving positive reviews not only makes your practice look good, it can also help to offset any negative reviews you might have acquired along the way. Remember – your online reviews are often a potential customer’s first impression of the experience they may receive at your organization. It’s important to set yourself up for success before they even walk in the front door. 


Chapter 2

The Future of Patient Self-Scheduling

Patient engagement trend #2: Organizations will rethink their online patient self-scheduling technology to gain greater market share.

A recent MGMA poll found that 64% of healthcare leaders are prioritizing patient access and scheduling as their top patient engagement priority for 2023, with 47% indicating that online patient self-scheduling, above all other tools, was the most important function to achieve success.  

Companies entering the consumer healthcare market, such as CVS, have considerable technical expertise at their disposal to help them deliver a smooth patient scheduling experience; established healthcare organizations need to deliver a similar capability to remain competitive.  

Another finding from the YouGov report revealed that patients want appointment scheduling functionalities on Google Business Listings, which is logical considering the patient-as-consumer mindset of convenience and the role of reviews in selecting a new provider. 

Perhaps above all else, patients value online patient self-scheduling and want to use it. A recent study found that when other factors are equal, 81% of patients looking for a new primary care physician and 77% of patients looking for a specialist will choose the provider that offers online scheduling.  



How to get ahead of the trend: 

Get the most out of your online scheduling tool 

If you don’t already offer an online patient self-scheduling solution, now is the time to expand your capabilities – especially in light of the fact that almost 60% of appointments are booked when the office is closed. Many organizations that don’t offer online scheduling have looked at solutions in the past and decided that they didn’t meet the needs of their organization. Today’s tools are nimbler and allow you to control appointment types, as well as waitlists and appointment rescheduling.  

A useful functionality to look for when choosing a new solution is the option to make appointments in real-time. Many scheduling solutions on the market only accommodate appointment requests, requiring a manual step for staff to book the timeslot and creating a disjointed experience for patients.  

Another important criterion to consider is a tool’s ability to sit on third- party websites, so patients can schedule directly after reading reviews about your practice. System integration with notification systems is another significant feature that will decrease no-shows as well as alert patients to provider schedule changes as soon as possible.  

If you’re already using online patient self-scheduling, confirm that you are taking advantage of all its capabilities, which may have increased since the time you began using the solution.   

Chapter 3

The Role of RPM Data in Improving Outcomes

Patient Engagement Trend #3: Patients will come to expect that providers utilize information from remote patient monitoring devices and apps  

 According to the CDC, 60% of Americans are living with one or more chronic diseases. A recent Forrester survey predicts that a quarter of this population will be using a remote patient monitoring (RPM) tool by the end of 2023. A research director associated with the study theorizes that long-term effects of COVID-19 may fuel the rise in RPM use, due to the disease exacerbating chronic conditions.       

It seems like every day there is a new device or smartphone app that can help you with some aspect of managing your health – from weight management to monitoring your heart. Because these tools are now ubiquitous in the marketplace, patients will soon expect their providers to make use of the information to inform medical decision-making. 

The challenge is harnessing the information in a way that is meaningful and will impact care, leading to better health outcomes. Each monitoring device and app will be collecting its own information, and the risk is that the information will remain siloed because there is not an effective way of delivering data to the provider and the provider using the data to inform a care plan. This disconnect has the potential to frustrate patients and providers alike.  

"Patients using RPM devices can keep their providers in-the-loop by responding to automated surveys that trigger next steps. "

How to get ahead of the trend:

Collect and act upon patient reported outcomes   

With all the different apps and devices now available, it would be impossible to set up technology to feed data from each source to the provider and deposit it into the patient record to be seen by a provider. 

One way around this is to use patient reported outcomes surveys and create a strategy for monitoring and acting on incoming data generated by the surveys. 

Patients can use home devices and apps to measure and track their health while keeping their provider in the loop. Today’s digital patient reported outcomes survey tools allow organizations to create campaigns for chronic conditions such as obesity, diabetes, and high blood pressure with next steps triggered by patient responses. For example, when a patient’s survey indicates that blood pressure has gone beyond an established threshold, an alert is sent to the office that can be acted upon by providers.  

It’s the action triggered by the data, and not the actual data itself, that will lead to better health outcomes.


Chapter 4

Patient Engagement Supports Consumerism and Outcomes

Patient engagement trend #4: Providers will begin to use patient engagement levels to predict health outcomes.

Positive health outcomes are the cornerstone of success for all healthcare organizations. But, how can you predict if a patient is likely to be successful in managing their condition? Gauging patient satisfaction, engagement, and activation has been shown through various studies to be an accurate indicator of care plan outcomes.  

Patients with high rates of patient satisfaction, engagement, and activation are more likely to be invested in their care and follow-through with adjustments to their care plans. Unhappy and unengaged patients are more likely to drop-out of actively managing their condition, potentially leading to adverse health events.  

Giving patients the technology they have come to expect from providers, such as online scheduling and secure messaging, is important not only for healthy outcomes but also to satisfy demands for convenience as consumerism in healthcare continues to grow.   

"Encouraging patient engagement increases the likelihood of healthy outcomes while decreasing manual, time-consuming tasks for staff.  "

How to get ahead of the trend:  

Proactively monitor patient engagement levels 

Patient intake can be a good opportunity to gauge patient engagement levels. Asking questions during check-in is also an easy way to address patient challenges and introduce technology they may not be using. 

Consider asking patients:  

  • How often have you logged into the patient portal in the last year? 
  • Have you used the portal to check lab results? 
  • Have you used the portal to send your provider a message or request a prescription refill? 
  • Do you use online scheduling to book appointments? 

In addition to fostering better health outcomes which could result in better scores for value-based care measures, patients with high levels of engagement use technology that streamlines workflows and allows staff to focus on care, rather than administrative tasks.  

An alternative to asking questions during an encounter is to take advantage of survey tools in-between visits to monitor engagement levels and alert providers to patients that are at risk for non-compliance because of low engagement. 


Chapter 5

Telehealth is Here to Stay

Patient engagement trend #5:  Virtual visit demand will stabilize.

Many patients and providers would agree that a benefit of the pandemic was the increased availability and adoption of telehealth visits. In fact, 60% of providers agreed that telehealth allowed them to deliver high quality care.

Before COVID-19, telehealth was on the radar for many, but not an immediate need, and not fully utilized if it was available. For example, Johns Hopkins saw only a few dozen patients virtually per day before the pandemic. In contrast, they conducted about 5,500 visits per day during the pandemic, and their CEO anticipates that up to 30% of visits will be online after COVID-19 abates.  

If the long-term effects of COVID-19 fuels the use of remote monitoring as the Forrester study about RPM suggests, it stands to reason that virtual visits will be used for some of the check-in appointments to monitor these patients.  

In addition, the proliferation of home health tests, encompassing a range of conditions including COVID-19, urinary tract infections, cholesterol, and sexually transmitted diseases will likely result in virtual visit requests by patients.  

Congress has recently acknowledged the convenience and popularity of telehealth by extending Medicare virtual visit benefits put in place during the pandemic for two years. The motivation behind this move isn’t purely to meet consumer demands. Older populations stand to benefit from the improved access to care that telehealth provides.

According to Gary Hamilton, CEO of InteliChart, “When talking about chronic disease and chronic populations, there are a lot of factors that must be considered. Being able to provide telehealth (means) you’re more likely to have a patient adhere to prescribed care.” And healthier patients result in lower costs.  

How to get ahead of the trend:  

Formally integrate virtual visits into your clinical workflows 

A successful telehealth program begins with the right technology. During the pandemic, many providers turned to the most convenient virtual visit solution at the time so they could deliver care quickly. Now that COVID-19 is coming to a close, the solution that was right then may not be the solution that will fit your organization’s needs of the future.   

Evaluate if your virtual visit solution is the best choice moving forward. Consider functionalities such as: 

  • Customizable dashboards to help providers and staff work more efficiently  
  • Integration with other patient engagement tools, such as patient intake, to streamline workflows 
  • The ability to mimic in-person visits with staff check-in and hand-off to a provider, to allow the provider to concentrate on care and not administrative tasks 

 After you are confident in your technology, consult with your organization’s stakeholders to evaluate where virtual visits are most useful and build a program to integrate them into clinical workflows and set goals. For example, if you determine virtual visits are suitable for medication monitoring, set a target to achieve a certain percentage of follow-up medication monitoring virtual visits.  

Not only are virtual visits convenient for patients, but they are cost-effective for providers. Migrating a percentage of encounters to virtual visits can save labor and reduce overhead costs while improving health outcomes. 

The virtual visit solution you chose during the pandemic may not meet your needs of the future.



Chapter 6

Aligning Your Organization’s Patient Engagement Technology to Trends 

We’ve already covered how your organization can stay ahead of the trends we expect to see in the near future, but your organization’s future success or failure will likely come down to the patient engagement technology you utilize. 

It’s critical to set your patient engagement priorities for the future and start laying the groundwork today to ensure that your organization is ahead of the curve. 

We suggest evaluating your use of online patient self-scheduling, digital patient surveys, and virtual visit technology as they will have the greatest impact on your organization’s future.  

Here are some key things to consider when evaluating each:  

Online patient self-scheduling 

See how far your current online patient scheduling technology will take you. Often, we are too caught up in our daily routines to take the time to educate ourselves about the enhanced capabilities of the tools we use. Ask your scheduling vendor questions such as: 

  • Can my scheduling tool be used on third-party websites?
  • Can patients without a portal account (new patients) use the scheduling system?
  • Are decision-trees available to help patients make the right type of appointments? 

If the answer to any of the above questions is yes, implement the functionality as soon as possible. If your scheduling system does not offer these capabilities, it may be time to start researching a new solution that can help you keep up with the competition.  

Patient Schedule-2


Digitized patient reported outcomes and satisfaction surveys 

Digital surveys may be the tool that could have the greatest impact on patient outcomes and your organization’s reputation. Patient surveys delivered electronically with automated next steps triggered by responses can be used for a variety of applications – from patient satisfaction surveys to chronic condition monitoring.  

If you are working toward improving patient satisfaction scores, boosting your organization’s online reputation, or focusing on patient outcomes to raise MIPS measures, now may be the time to implement an automated survey solution if you haven’t already.  

Virtual visit technology 

The telehealth solution you started using during the pandemic may not be the right fit for the future.  

Evaluate your virtual visit solution to see if it integrates with patient engagement initiatives such as online patient intake to streamline staff workflows. Telehealth solutions that mimic in-person visits by allowing staff to check in patients before being seen by a provider can reduce administrative burdens and allow providers to concentrate on delivering care – raising job satisfaction.  

Recognizing your patient engagement system’s strengths and adding solutions where there are weaknesses can increase efficiency and help your organization stay ahead of trends to remain competitive in the increasingly crowded healthcare marketplace. 


Chapter 7

Using Trends to Shape Patient Engagement Decisions

The healthcare industry experienced significant shifts and challenges during COVID which will continue in 2023 and beyond.

To help your practice succeed in the ever-increasingly competitive healthcare landscape, this eBook highlighted five key patient engagement trends that healthcare organizations need to recognize to remain successful:

  • The influence of provider reviews on patient choice
  • The importance of online patient self-scheduling technology to retain market share
  • The integration of information from remote patient monitoring devices and apps
  • The use of patient engagement levels to predict health outcomes
  • The stabilization of virtual visit demand 

To address these trends effectively, healthcare providers must actively engage with patients and leverage a patient engagement platform that meets their expectations. For example:

  • Acknowledging that the value of positive provider reviews and ratings can influence new patient decision-making and improve the organization's reputation, and by extension its market share.
  • Implementing user-friendly online patient self-scheduling tools can enhance convenience and accessibility for patients, aligning with growing consumer expectations and creating more loyal patients.
  • Utilizing patient-reported outcomes and integrating data from remote monitoring devices can lead to more personalized care plans and better health outcomes.
  • Embracing virtual visits as a regular part of clinical workflows can improve access to care, increase patient satisfaction, and reduce costs. 

The role of technology  

To navigate these trends successfully, healthcare organizations can turn solutions like InteliChart’s Healthy Outcomes platform, which offers comprehensive tools designed to simplify and optimize patient engagement processes. By embracing these trends and leveraging innovative technologies, healthcare providers can enhance patient experiences, improve outcomes, and remain competitive in an evolving consumer-driven healthcare landscape. 


close chapters modal

Take this content with you by filling out the form to get a PDF.

Patient Engagement Wheel_Edit-1