Revision for “Coaching and Navigation Layer” created on February 22, 2012 @ 12:45:08 [Autosave]
Coaching and Navigation Layer
Behavior change requires coaching. Improvement is not just about process improvement. Population health will only come about with widespread coaching support. <iframe width="560" height="315" src="http://www.youtube.com/embed/pwzNQWshjso?rel=0" frameborder="0" allowfullscreen></iframe> We can view most of the layers below this one as technology layers. This layer is social. This layers points to the missing role--the role of coach and navigator. When we asked our patients what it would take to redesign American health care they consistently asked for only three things: 1) Navigator-coaches, 2) their own health record (Patient and Family Layer--though they do not ever refer to themselves as patients) and 3) continuing education and training to care for themselves and their loved ones. This Navigator-Coach function was clearly the most important to them--it regularly kept them from needing to be seen in the emergency department or admitted to the hospital. So long as the health care providers a paid predominantly for visits or admission rather than outcomes, positive patient experience, or cost of care--this layer will languish. The moment the payment method really shifts, this role, this layer, becomes the key to success and the technology is enabling this function.