A connected patient is a satisfied patient The use of Interactive Patient Care technology to increase patient satisfaction and Return on Investment
What is Interactive Patient Care (IPC)Interactive patient care empowers patients with the ability to access more informationand helpful services to have a greater reach of communication with hospital staff whilereceiving their treatment. IPC technology will assist hospitals to increase communicationand deliver educational materials, entertainment and a variety of services in an effort tomake the patient’s experience as comforting as possible. Effective IPC systems providebenefits to the patients as well as the staff and hospital administrators.Typically content is delivered to the patient room via TV displays and navigated through aremote control. More advanced solutions are delivered to a bedside touch screen monitor.Intuitive touch screen applications right in front of the patient are much more likely to beengaged, touched and navigated to access information and surveys.IPC technology should increase communitcation by providing applications such as webcaminterfacing, patient education, patient safety videos, pain management, entertainment, foodordering, digital nurse whiteboards, personalized surveys and the ability to gather instantfeedback or comments from patients to quickly solve patient complaints pre-discharge.This increases the patient experience and satisfaction during their stay.What are the drivers behind IPC ?As more hospital quality metrics become publicly available, transparency in quality of carehas created a shift to Consumer Directed Healthcare. Widely available information aboutperformance metrics starts to shape the decisions of patients about where to seek care.1The Healthcare Consumer Assessment of Healthcare Providers and Systems (HCAHPS)survey is a mandatory survey administered to hospitalized patients post discharge by theCenter for Medicare and Medicaid Services (CMS). HCAHPS “is a standardized surveyinstrument and data collection methodology for measuring patients’ perceptions of theirhospital experience” 2 CMS has announced that satisfaction measures will be an indicator ofreimbursements rates to hospitals.Increased transparency in hospital quality, regulatory compliance and increased competitionfor an aging baby boomer generation has led executive staffs to seek quick adoption ofquality improvement processes and technology to increase both customer loyalty andpatient satisfaction. Improving the experience of a single patient can affect a hospital’sbottom line and pay for service initiatives many times over 3
What does increased Patient Experience and Satisfaction mean for your hospital?“A high level of satisfaction will lead to greatly increased customer loyalty. And increasedcustomer loyalty is the single most important driver of long-term financial performance.”4 A direct increase in profitabilty “When consumers choose a Improved HCAHPS scores hospital; patient experience is Higher re-embursements from CMS the leading factor”5 Loyal patients and new customers McKinsey Quarterly 2007Patient Satisfaction and Return On Investment Patient loyalty translates into serious revenue gains. By improving patient satisfaction,providers increase future patient volumes through existing patients and their personalnetworks. On the flip side, for every patient who complains, 20 dissatisfied patients donot. Of those dissatisfied patients who do not complain, 90 percent will not return.6Rush University Medical Center, Chicago, calculated that improving patient satisfactionscores resulted in $2.3 million in additional revenues annually from repeat customers.7“Satisfied patients return for care and the positive word of mouth from satisfied patientswill bring new patients into the practice” 8 Accounting for both return business and referrals, one study found that improving patientsatisfaction survey results by just one point can lead to increased profits of $1443 per
patient day.11 The hospitals that annually have the highest profit margin usually have veryhigh patient satisfaction scores. There is a significant association between patientsatisfaction survey ratings and risk management episodes. Each one-point decrease in scoreis associated with a 5 percent increase in the rate of risk management episodes. 12Listening to Patients is the key to success Research shows that there is a direct correlation between communication and patientsatisfaction. Leveraging the power of superior Interactive Patient Care systems, hospitalscan now achieve levels of communication with patients that previously did not exist.Informed and involved patients experience better outcomes. 13 Sufficient communication is the best strategy to insure a positive patient experience.Patients who receive in-person communication augmented by an Interactive Patient Caresystem that provides educational materials, procedural information, combined with theability to reach a patient advocate allowing patients to feel confident their voices will beheard and responded to in a timely manner, will greatly improve satisfaction levels. Response to concerns and complaints is usually the No. 1 area that hospitals can improve,even though it is not exclusively a nurse area. Having a service recovery plan or being ableto triage complaints should be a priority for hospitals. The best hospitals are looking atindividual patient comments on satisfaction surveys. The hospitals that are doing it right aregood at communication--with patients and with other staff within the hospital. From thepatient perspective, meeting patient information needs is vital for their satisfaction . 14Reducing Readmission RatesAfter procedures, improvingdischarge instructions has beenproven to greatly reducereadmission rates15 . Medicarespending on these potentiallypreventable readmissions issubstantial: $5 billion for casesreadmitted within 7 days, $8billion for cases readmitted within15 days, and $12 billion for casesreadmitted within 30 days.Hospitals can reduce readmissionsby improving communication withpatients and better coordinatingtheir care transition at discharge.16 At the average hospital, morethan 25 percent of patients said
nurses had not always communicated well with them. “Poor communication is a majorsource of medical errors,” Dr. Clancy said. “If doctors are not listening carefully, patientsmay not bring up important information. Patients who do not understand dischargeinstructions are more likely to be readmitted to the hospital or end up in the emergencyroom.”17 IPC systems that deliver detailed discharge instructions will reduce readmissionrates.Using IPC systems to deliver patient education77% of commercially-insured patients would switch hospitals to one thatbetter informs patients about treatment both during and after their visit. -McKinsey Quartley Studies estimate that nurses spend upwards of 23% of their time on repetitive patienteducation17 . In a normal consultation with a physician, patients will generally only retain20% of the material. In one study, with 12 specific information and support topics listed,patients chose information as their greatest need. Ninety-seven percent of cancer patientswanted more feedback on the progress of the treatment, 88% wanted more informationon the probable future of their illness, and 91% wanted more information about theirillness.19 Off loading patients with stacks of paper is not “green” and should be a thing of the past.IPC systems should offer patients with unlimited resources, video, animations and webbased content. Educating the family members and caregivers adds tremendous value tothe healing process, and so, having communication in a manner that engages family membersis uniquely valuable.About IMS and the Interactive Patient Advocacy SystemIMS is a privately held technology company positioned today to deliver advanced IPCsystems, electronic data collection and e-reporting software solutions to meet growingchallenges in the medical industry.In conjunction with superior data collection, e-reporting and executive dashboardmanagement tools, IMS solves the problems of patient and family education andcommunication in a unique bedside application.The IPAS software allows patients, parents, family members and administrators to engagethe IPAS interactive touch screen by simply touching the icons to access applications. It isvery easy to use by all ages and demographics as IPAS supports multi-lingual versions.
The built in webcam feature allows patients, family members, doctors, friends andclassmates to stay in visual and audio communication 24x7, creating a feeling of comfort andcreating efficiencies for doctors and physicians offsite.With each touch of the screen, the IPAS software captures user data into the IMS database.The data captured from patient and family members surveys can be formatted into e-reports and shared electronically real time via the IPAS executive dashboard to staffmembers and executives, this allows staff to intervene based on feedback receivedbefore problems escalate.Hospitals can monitor staff performance and significantly improve outcomes by receivingpatient and family member feedback directly from the IPAS system at bedside.Hospitals can provide educational materials and updates to patients and family membersduring the stay and post discharge. This can reduce patient return visits and hospital cost.Improving discharge instructions has been proven to greatly reduce readmission rates.15Applications such as entertainment, art, reading materials and music provide a calmingdistraction to reduce patient stress, and increase positive feelings.Real time data collected at bedside enable hospitals to head off problems before theygrow and assist in retaining existing patients and the opportunity to create new patientsfrom their personal networks.IPAS helps to ensure both patient and family are being monitered 24x7 and that feedbackis made available to staff for intervention with problems that may hurt hospital scores orreputation.The IPAS bedside application is an intuitive touch screen system. The IPAS is positionedclose to the patient and is much more accessible and engaging than a TV that is typicallyover 20 ft from the bedside. TV based systems are harder to see and harder to use.Touch screen interfaces have become common user platforms in our everyday lives at gasstations, airport check-ins, grocery stores and on most smart phones. The built-in webcamenables a powerful two way visual communication that can not be offered in TV basedsystems.The Interacrtive Patient Advocacy System is a superior tool to increase patient and familysatisfaction, increase hospital staff effeciencies, and to collect and share patient data.Authored by Drew G DavisOffensive CoordinatorInteractive Medical Services, LLC 2010
Sources1 Grote, KD., Mango, PD., Sutaria, SS. “Transforming US Hospitals” The McKinsey Quarterly 20072 www.hcahpsonline.org HCAHPS fact sheet, March 20093 “Looking to improve financial results? Start by listening to patients” Healthcare Financial Management Association. Oct 20084 “Looking to improve financial results? Start by listening to patients” Healthcare Financial Management Association. Oct 20085 Grote, KD. “A better hospital experience.” The McKinsey Quarterly 20076 Harkey, J. “Quality of health care and financial performance: is there a link?” Health Care Management Review 1992; 17(4): 55-637 “Return on investment: increasing profitability by improving patient satisfaction.” Press Ganey Associates, Inc. 20088 Jones TO, Sasser WE. (1995). Why Satisfied Customers Defect. Harvard Business Review November- December 1995, 88-99.9 “Looking to improve financial results? Start by listening to patients” Healthcare Financial Management Association. Oct 200810 “Looking to improve financial results? Start by listening to patients” Healthcare Financial Management Association. Oct 200811 Garman, A. “Patient satisfaction as a predictor of return-to-provider behavior: analysis and assessment of financial implications.” Quality Management in Health Care 2004; 13(1) pp. 75- 8012 “Looking to improve financial results? Start by listening to patients” Healthcare Financial Management Association. Oct 200813 Kaplan, S. “Assessing the effects of physician-patient interactions on the outcomes of chronic disease.” Medical Care 1989; 27 (3 suppl): S110-2714 “How Can Nurse Leaders Boost Patient Satisfaction Scores?” Healthcare Financial Management Association. , An interview with Deirdre Mylod15 Landro, L. “keeping patients from landing back in the hospital.” The Wall Street Journal December, 12, 200716 2007 Report to Congress: Reforming the Delivery System, Medicare Payment Advisory Committee, 2008. (Available at www.medpac.gov.)17 “Study Finds Many Patients Dissatisfied With Hospitals “ NY Time by ROBERT PEAR Published: March 29, 200818 Knee, K. “More than a wise patient care decision, computer based education makes good business sense.” Oncology Interactive Education Series19 Butow PN, Maclean M, Dunn SM, et al.: The dynamics of change: cancer patients preferences for information, involvement and support. Ann Oncol 8 (9): 857-63, 1997.
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