Maximizing Patient Engagement with Third-Party Partnerships: A 1-2-3 Model Approach

Informed Purchasing
May 1, 2023

This article discusses the 1-2-3 Model for Patient Engagement, which is a systematic approach to involving patients in their care. It explores how healthcare organizations can adopt this model amid the challenges posed by the COVID-19 pandemic by working with third-party providers or consultants.


In the ever-evolving healthcare industry, patient engagement has become a top priority for healthcare providers looking to deliver optimal patient care and improve satisfaction rates. The 1-2-3 Model for Patient Engagement offers a systematic approach to involving patients in their care, ultimately enhancing patient satisfaction and overall health outcomes. 

Healthcare organizations considering adopting this model amid the challenges posed by the COVID-19 pandemic, such as staffing shortages, high inflation, and staff burnout, can find value in working with third-party providers or consultants. 

These professionals can help implement and integrate the 1-2-3 Model into hospital practices, materials, and organizational culture, offering much-needed support during these trying times.

The 1-2-3 Model for Patient Engagement and COVID-19 Realities

The 1-2-3 Model for Patient Engagement is based on three core components:

  1. Inform: Provide patients with comprehensive, easy-to-understand information about their health condition and treatment options.
  2. Involve: Actively engage patients in the decision-making process, considering their preferences and values in treatment planning.
  3. Empower: Support patients in self-management and develop their confidence and skills to take charge of their health.

During the COVID-19 pandemic, healthcare providers have faced unprecedented challenges, including staff shortages, increased workload, and burnout, which can make implementing a new model for patient engagement seem daunting. However, partnering with third-party providers or consultants can be instrumental in addressing these challenges while adopting the 1-2-3 Model.

Navigating Implementation Challenges with Third-Party Partnerships

Third-party providers or consultants can support healthcare organizations in implementing the 1-2-3 Model while navigating the COVID-19 challenges by offering the following services:

  1. Strategy Development: Consultants can assist healthcare organizations in creating a tailored implementation plan that accounts for the realities of the pandemic. By conducting a thorough assessment of the organization's needs, setting realistic goals, and identifying key stakeholders, consultants can help develop a strategy that minimizes the burden on already strained resources.
  2. Training and Education: Recognizing the challenges of staff burnout and high workloads, third-party providers can deliver targeted training and educational programs for healthcare professionals. These programs can focus on patient engagement principles, effective communication techniques, and shared decision-making while considering the unique challenges posed by the pandemic.
  3. Support for Overburdened Staff: Third-party providers can offer supplementary support to healthcare organizations by assisting with patient education material development, ensuring that patients receive the necessary information in an accessible format. This helps alleviate the burden on staff and allows them to focus on direct patient care.
  4. Digital Solutions: In light of the ongoing pandemic, digital solutions can play a vital role in facilitating patient engagement while minimizing face-to-face interactions. Third-party providers can help organizations develop or integrate digital tools, such as telehealth services or patient portals, which can enhance communication and empower patients to take control of their health.
  5. Monitoring and Evaluation: Consultants can also support healthcare organizations in tracking the progress of the 1-2-3 Model's implementation and evaluating its impact on patient satisfaction and outcomes. This ongoing monitoring can help identify areas for improvement and ensure that the model remains effective despite the challenges posed by the pandemic.

Best Practices for Sourcing

There are efficiencies one can use when sourcing this category. It helps to start off with a solid foundation to avoid complications or friction later.

  1. Identifying the most salient issues prior to the RFP:

Before issuing an RFP, the healthcare purchaser should first identify the most critical issues related to the 1-2-3 model for patient engagement that need to be addressed. This can be done by conducting a comprehensive internal assessment of the organization's current patient engagement strategies, analyzing patient satisfaction data, reviewing staff feedback, and evaluating existing processes and systems. Involving relevant stakeholders, such as clinical staff, administrative personnel, and patient representatives, in this assessment is crucial for gaining insights into the specific needs and challenges associated with implementing the 1-2-3 model.

  1. Using a company like Uppercentile for benchmarking and landscape analysis:

Collaborating with a professional benchmarking and analysis firm like Uppercentile can provide valuable insights into industry best practices and the competitive landscape related to the 1-2-3 model for patient engagement. Such firms can help healthcare organizations compare their performance against industry standards, identify areas for improvement, and discover innovative solutions to address their most pressing challenges. By leveraging the expertise of Uppercentile or similar companies, healthcare purchasers can gain a deeper understanding of the market, make better-informed decisions, and ultimately improve patient satisfaction and outcomes through the successful implementation of the 1-2-3 model.

  1. Deploying smart contract alternative frameworks:

Smart contract alternative frameworks can offer healthcare purchasers a more cost-effective and efficient way to engage with consultants and third-party providers who specialize in the 1-2-3 model for patient engagement. By leveraging existing agreements with the purchaser entity or a Group Purchasing Organization (GPO) they already work with, healthcare organizations can access a pre-vetted network of consultants and providers, streamline the procurement process, and potentially reduce costs.

To deploy these alternative frameworks, healthcare purchasers should:

  • Review the organization's existing agreements or the agreements of a GPO they are part of to identify potential providers and consultants with expertise in the 1-2-3 model for patient engagement.
  • Engage with these providers or consultants to discuss the specific needs and challenges of the organization, and determine how the 1-2-3 model can be effectively integrated into existing workflows and processes to enhance patient satisfaction.


Implementing the 1-2-3 Model for Patient Engagement amid the COVID-19 pandemic's challenges may seem daunting, but partnering with third-party providers or consultants can provide healthcare organizations with the support and resources needed to succeed. By leveraging professional expertise, healthcare organizations can adopt the 1-2-3 Model, improve patient satisfaction, and navigate the pandemic's challenges while minimizing the impact on their overburdened staff. As the healthcare industry continues to adapt and evolve in response to the COVID-19 pandemic, embracing patient engagement through models like the 1-2-3 Model and strategic third-party partnerships can be instrumental in ensuring that healthcare organizations remain resilient and patient-centric.

Recommended  articles

Blog post image

A New Hub for Navigating 2023 Healthcare: Insights, Terms, and Pathways for Executives

Blog post image

Why Actionable Insights and Reporting Frameworks are Urgently Needed: Part I

Blog post image

Navigating the Financial Landscape: Medicare Cost Evolution from 2022 to 2023