What are the best strategies for patient-centered care with limited technology access?

1 Communicate effectively

Communication is essential for patient-centered care, as it allows health care professionals to understand the patient's goals, concerns, and preferences, and to share relevant information and education. However, communication can be difficult when technology access is limited, particularly during a pandemic or a crisis. To address this issue, consider using phone calls, text messages, or mail to reach out to those without internet access or devices. Provide clear instructions and reminders, and use simple language. Telehealth services like video calls or online platforms can also be used if possible; however, consider potential barriers such as privacy, security, connectivity, or literacy issues. If telehealth is not feasible or suitable, offer alternative options such as in-person visits or referrals. Additionally, interpreters, translators, or cultural brokers can be used for those with limited English proficiency or different cultural backgrounds. Ensure that the communication is respectful, accurate, and culturally sensitive.

2 Engage patients and families

Patient-centered care involves engaging patients and their families in the decision-making process and the care plan, which can help them feel more empowered, informed, and satisfied with their care. However, engagement can be difficult when technology access is limited, especially when patients are isolated or have complex needs. To address this issue, motivational interviewing, shared decision making, or goal setting techniques can be used to elicit the patient's values, beliefs, and preferences. Additionally, patient and family advisors, peer support groups, or community resources can be utilized to involve patients and their families in the design, delivery, and evaluation of care. Furthermore, patient portals, mobile apps, or wearable devices can enable patients and their families to access their health records. It is important to provide training and support on how to use these tools and ensure that they are secure and user-friendly.

3 Coordinate care across settings

Patient-centered care requires coordination and collaboration among health care professionals and settings, such as primary care, specialty care, hospital care, home care, or long-term care. This can help reduce fragmentation and gaps in care, while also improving continuity and quality of care. However, coordination can be difficult when technology access is limited, especially when patients have multiple chronic conditions or transitions of care. To address this issue, consider using electronic health records, health information exchanges, or registries to share patient information. Additionally, employing care managers, navigators, or coordinators can facilitate communication and transition of care. Moreover, implementing care pathways, protocols, or checklists can standardize and streamline the care process. Make sure that the care is evidence-based and patient-centered while also being adaptable to the patient's needs and preferences.

4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?