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A Conceptual Framework for Omni-Channel Enabled Patient Pathway Activation in an NCD Setting

Ananthakrishnan Balasubramanian,* Ashish Kohli

Patient activation is a key intervention for NCDs (Non-communicable disease) management; patient activation seeks to empower patients by enhancing their knowledge, and thereby enabling patients to manage efficiently in non-provider setting. Majority of current patient activation programs focus on therapy initiation, adherence, and compliance. In addition, these programs are administered through multiple disaggregated channels which constraints scaling up and transferability of patient skills.

Patient journey in a NCD setting has many steps and the requisite skills for these varied steps are different; there is a need to expand the patient activation program across the entire patient pathway and not just restrict at the therapy stage. To deliver patient activation across the entire pathway and leverage the emerging digital technologies there is a need to integrate the services and enhance the patient experience. In Omni-channel driven methods also necessitate close collaboration among various stakeholders including public health, Healthcare companies, Payers, Providers, and patient advocacy groups. We are proposing a conceptual framework to deliver patient pathway wide patient activation by leveraging an omni-channel approach. The intent of this approach is to build and transfer skills across the entire patient pathway, with emphasis on safeguarding patient data and anonymity and also ensuring all the critical stakeholders are engaged and managed in an appropriate manner.