Patient Better's Corporate Social Responsibility Impact Report

In the last ten to fifteen years, the implementation of electronic health records brought significant changes to healthcare. During this time, providers understandably shifted their focus to delivering condition management training. This training helps patients and caregivers understand their diagnosis, treatment plan, and care regimen. Yet, while EHRs streamlined some processes, they also brought new administrative burdens that reduced the time available for face-to-face interaction. This shift limited the opportunity to teach patients the essential administrative and self-management skills needed to navigate their healthcare efficiently.

Then, the pandemic intensified these challenges. As COVID-19 swept across the globe, gaps in patient education were further exposed. Delayed care led to worsening conditions, while a lack of understanding about navigating healthcare systems left many patients feeling overwhelmed. Patient Better steps in to address these critical gaps. By equipping individuals with the knowledge and tools to manage their health proactively, we empower them to make informed decisions and communicate more effectively with their healthcare providers, resulting in better health outcomes.

Today, patient education is segmented into three key categories:

1. Condition Management Education: Delivered by licensed health professionals during in-office visits, this education focuses on diagnoses, treatment options, therapies, and care plans, ensuring patients fully understand their medical needs and available choices.
2. Health & Lifestyle Education: Patients engage in self-guided research, exploring reliable resources to develop healthier habits, establish effective routines, and support their overall well-being.
3. Patient Navigation Education: This education equips individuals to manage the logistical aspects of healthcare, including scheduling appointments, completing paperwork, accessing portals, communicating effectively with providers, and advocating for themselves with confidence.

Patient Better, recognized as a social organization, specializes in patient navigation education to fill the gap between clinical care and the patient’s ability to manage their healthcare independently. By offering these critical skills, we help reduce healthcare disparities and support underserved communities. Our approach aligns with Corporate Social Responsibility goals by promoting community health and wellness.

Problem Statement

Research shows that over 80 million Americans unknowingly struggle with low system navigation literacy, contributing to widespread healthcare illiteracy. This silent epidemic strains an already overwhelmed healthcare system, leading to inefficiencies that affect patients, families, and providers alike. For people living with low health literacy, misunderstandings, oversights, and errors often lead to serious consequences, including medication misuse, rehospitalizations, longer hospital stays, duplicate tests and scans, revisions, and preventable trips to the emergency room. These inefficiencies contribute to an estimated $106 to $238 billion in unnecessary annual healthcare spending. For individuals with chronic conditions, this equates to  over $7,135 per person a year, further driving up healthcare costs and hindering the delivery of timely, effective care.

Navigating the healthcare system is overwhelming for many, particularly in diverse communities where cultural differences, language barriers, and limited resources compound the difficulty. Time constraints in the treatment room further hinder providers from gauging, let alone documenting, something as intangible as health literacy levels. Patient Better bridges this gap through a structured and efficient approach.

First, patients complete The Healthcare Proficiency Challenge, a self-assessment that evaluates key areas of health literacy. This allows providers to quickly identify gaps in understanding and tailor their guidance accordingly. Patient Better’s curriculum is infused with Meaningful Learning principles, which ensure that individuals not only acquire new knowledge but also connect it to their personal health experiences. This approach fosters long-term retention and application, empowering patients to take proactive steps in managing their health. By addressing these challenges, Patient Better creates a pathway for more effective communication, better health outcomes, and a more streamlined care process for both patients and providers.

Social Impact Metrics

In today’s medical appointments, face-to-face time is a dwindling commodity. Providers are tasked with delivering high-quality care while managing growing administrative responsibilities, leaving limited opportunity to assess and address patients’ understanding of their healthcare. At the same time, patients’ ability to participate in their own care is more crucial than ever, as health literacy not only affects their willingness to engage in care but also directly influences outcomes, compliance, and overall satisfaction.

Recognizing these challenges, we developed a seamless approach to measuring health literacy. By designing health literacy assessments that fit naturally into existing workflows, we enable providers to identify patients’ needs without adding strain to their schedules. Our Health Proficiency Challenge meets patients where they are by evaluating key aspects of health navigation, including their ability to use technology, communicate effectively, and organize their care. This approach not only ensures patients receive tailored support but also empowers them to actively participate in their healthcare journey.

By bridging this gap, Patient Better provides a foundation for more meaningful engagement, better outcomes, and a more efficient care process—addressing the evolving demands of the healthcare system without sacrificing quality or patient-centered care.

Patient Better repositions the patient as the nucleus of their healthcare information, empowering them to track appointments, manage treatments, and coordinate care across multiple providers. While the information may still be incomplete in some cases, this approach significantly improves the current state, enabling providers to identify gaps in information and assess non-compliance effectively.

Through its comprehensive education program, Patient Better empowers individuals to actively participate in their healthcare journey by setting goals, preparing for appointments, and confidently communicating with providers. By enhancing health literacy, particularly in underserved communities, the program mitigates risks such as medication errors and preventable hospitalizations while fostering informed decision-making.

Healthcare providers’ administrative burdens are alleviated as patients become more self-sufficient in managing tasks like scheduling, completing paperwork, and accessing portals. This newfound efficiency results in smoother workflows, fewer follow-up calls, and improved provider-patient interactions. To further ensure the efficacy of these efforts, the Patient Better Certification Program offers a structured pathway for patients to master the essential skills needed for care coordination and communication.

Certified patients demonstrate higher engagement, better adherence to treatment plans, and improved health outcomes. Moreover, healthcare providers gain confidence knowing that their patients have successfully completed the Patient Better Academy. This includes a mandatory completion survey, which evaluates program effectiveness and provides measurable evidence of patient progress. Together, the certification and survey validate the program’s impact, offering both patients and providers assurance of long-term results and sustained improvements in care management.