The patient experience is the heart of every encounter in healthcare and should be treated with that importance for every patient, every time. We look at the entire experience to ensure that the patient feels safe and comfortable from check-in through disposition, and that they can follow up as suggested so that their care can be continued appropriately. Based on the initial assessment, we will have patient experience as a part of the solution-oriented action plan that our core team has on the first day of the new management agreement.
Patient experience will continue to be assessed by our team, both with real time observation and by analyzing patient satisfaction survey data so that we can see scores by provider and counsel those that may need additional guidance and shadowing. Patient satisfaction surveys often have suboptimal response rates that create challenges for individual scoring and accountability. To help solve for that issue, we utilize a bedside tablet solution that collects additional information on patient experience and allows us to manage issues as they come up in real time.
Patient Journey Program (PJP)The importance of the patient journey through the hospital cannot be overstated and the understanding of the process by patients and their families is paramount to having a positive experience. Through the years, hospitals and health systems have used different strategies to impact the patient journey with varying degrees of success. The PJP begins when the decision is made in the ER to admit a patient to the Hospitalist service. At that time, the patient is given a tablet that will stay with them through their hospitalization. Our inpatient team is notified of the admission and tablet number so that the patient can be tracked and communicated with through discharge. The initial communication consists of basic information about the hospital including what to expect as an inpatient and a welcome letter from the CEO. When the patient is assigned a bed, our team relays this information to the patient so that they can let family know. Bed information can also include information about the unit they will be admitted to, and even names of charge nurses or unit managers if desired by the local facility.
Patient Experience Tablets
The patient experience goes farther than wait times and pleasant interactions with staff, and Core Clinical Partners wants to ensure that the overall experience is a positive one for every patient. To this end, we have developed a bedside tablet solution that gives patients several opportunities to interact with their healthcare:
Each tablet contains 6-8 different modules that cover different disease states in easy-to-understand animated videos and all modules end with the patient being asked if they would like to receive more information or schedule a screening. This information can be passed to the hospital’s nurse navigator so that follow up outpatient testing can be arranged.
Real Time Patient Feedback
Patients are encouraged by automated prompts from the tablet to provide feedback on their visit in real time so that any needed service recovery can be started while the patient is still in the Emergency Department. Feedback left on the tablet is also stratified by physician, Advanced Provider, and nurse so that individualized guidance can be given to those with negative patient feedback.
Tablets can be customized to show informational videos about various services being offered at the facility. The bedside tablet is an excellent way to disseminate information to patients who are already utilizing your hospital for other medical care.
The tablet solution also allows department leaders to document their efforts as they round on patients, and to develop a more robust understanding of what is driving patient engagement.
Book follow up appointments in real time to ensure that patients stay within the hospital system for their continued care.