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Leveraging Technology to Increase Patient Satisfaction and Employee Engagement

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Health systems are challenged by the need to keep patients and employees satisfied and engaged. This can be especially difficult for organizations in flux, growing, merging, and changing. And as leaders of these organizations know, poor patient satisfaction ratings lead to reduced reimbursements, which affect the bottom line.

To meet this challenge and improve patient satisfaction, health system leaders are taking advantage of technology, such as rounding software, that supports effective communication and drives the type of culture change that boosts both caregiver and patient satisfaction and encourages engagement. Embedding rounding technology into current processes makes rounding better and easier. The correlation between effective, efficient rounding and high patient satisfaction scores is clear. Rounding can and does increase engagement and satisfaction, which in turn leads to higher reimbursement potential. Learn how health system leaders can move from talking about rounding technology to incorporating it into daily workflow.

Published in: Healthcare
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Leveraging Technology to Increase Patient Satisfaction and Employee Engagement

  1. 1. Leveraging Technology to Increase Patient Satisfaction and Employee Engagement
  2. 2. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Patient Satisfaction and Employee Engagement This report is based on a 2018 Healthcare Analytics Summit presentation given by Amy Triola, Director of Patient Satisfaction, Wolff Center at UPMC, and Jody Madala, MPA, Senior Product Manager, UPMC Enterprises entitled, “Proactive Patient and Leadership Engagement Delivers an Improved Care Experience.”
  3. 3. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Healthcare is a thriving industry, but its constant evolution has many healthcare organizations in flux. Faced with challenges, such as mergers and acquisitions, legal mandates, and changing patient populations, health systems struggle to maintain patient satisfaction and keep employees and leadership happy and engaged. With some reimbursements tied to performance, including patient satisfaction ratings, organizations must improve patient satisfaction or take a hit to their bottom line. Patient Satisfaction and Employee Engagement
  4. 4. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Making improvements requires creating a culture that focuses not only patient satisfaction, but also employee satisfaction and engagement. While there’s no magic elixir that boosts HCAHPS scores, healthcare organizations are leveraging technology and data to modernize work already being done. This includes building consistency into workflows, increasing transparency across the organization, and driving culture change that improves patient care, and in turn, increases patient satisfaction. Patient Satisfaction and Employee Engagement
  5. 5. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Change initiatives flounder when organizations aren’t culturally ready for them. Any organization has the capacity for change and improvement, but successful quality improvement initiatives require high-level alignment about which goals are important and how to reach them. Changing the Culture of Care
  6. 6. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Focusing on these three action items moves organizations from goal setting to goal attainment: Aligning goals throughout the organization. Building an accountability team. Leveraging technology and data. Changing the Culture of Care > > >
  7. 7. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Getting goals aligned is a process. Answering several questions can help healthcare organizations home in on goals: What is the organizational mission? What are the core values that will drive the organization forward? What do leaders want every patient, employee, physician, and community member to feel and experience when they interact with the organization? Aligning Goals > > >
  8. 8. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. The answers provide leadership with a framework for culture change and improvement initiatives that sets the stage for developing strategic goals. Developing goals that filter down from executive leadership to the front line staff requires aligning those goals at the system, business unit, and department levels. Aligning Goals
  9. 9. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Job descriptions, performance reviews, and individual leader goals should also be aligned. Every person within an organization should understand how to thrive in a culture of service and excellence. Leadership should ensure staff have the tools necessary to accomplish individual and systemwide goals. Aligning Goals
  10. 10. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. An accountability team helps organizations focus on goals and improvement activities. The first job of an accountability team is to evaluate goals for alignment with an organization’s mission and make necessary adjustments to ensure all goals move the organization forward. For example, if the overarching goal is to improve patient satisfaction, an accountability team may ask whether all departmental and individual goals work together toward that mission. Building an Accountability Team
  11. 11. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Just like improvement work never stops, accountability must be ongoing. Continual learning should be an accountability team’s mantra. Throughout change initiatives, the team should evaluate the effectiveness of different approaches. And then share best practices across departments, implement a means to measure and validate improvement, and align HR systems and processes to initiate and sustain culture change. Building an Accountability Team
  12. 12. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. An important aspect of accountability is communication. All leaders should meet regularly with direct reports, both giving and receiving feedback. This helps leaders understand what’s going on with front line staff and how improvement initiatives are progressing, and it encourages ongoing accountability. Building an Accountability Team
  13. 13. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. One way to encourage open communication is to embed rounding in care processes. Effective rounding—both at the beside with patients and with employees—improves communication and outcomes and manages patient experiences on the front end by giving staff the information they need in real time to meet patient expectations. The Importance of Rounding
  14. 14. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Rounding provides insights into strengths and weaknesses and patient and employee perceptions that can inform and drive quality improvement initiatives. Rounding also gives leaders information about lapses in nurse-patient communication, which highlights where to focus training and education efforts that align with departmental and organizational goals. The Importance of Rounding
  15. 15. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Improved rounding leads to improved communication, which leads to improved care, which ultimately leads to improved patient satisfaction. And technology to improve rounding is gaining ground in care settings. The Importance of Rounding
  16. 16. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Technology often makes healthcare better. This is true in medical practice (robotic surgery improves outcomes) and in the business of healthcare delivery (analytic software helps improve quality). And many healthcare organizations are leveraging technology and data, including rounding technology, to drive culture change. Leveraging Technology and Data
  17. 17. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Choosing the right tools is essential. Rounding technology should integrate seamlessly into existing nursing workflows. If it impedes patient care or consumes too much of the front line providers’ time, it won’t be effective. But with technology that enhances workflow and improves patient care and outcomes, leaders can build a proactive and accountable patient care environment and bolster teamwork throughout the organization. Leveraging Technology and Data
  18. 18. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Web-based survey tools for phones, tablets, and other hand-held electronic devices used during rounding drive culture change through customized and simplified patient engagement and enable personalized, compassionate care at every step in the patient journey. Rounding technology also enables a standardized approach to rounding so questions to patients are consistent. Enhanced Rounding with Web-Based Survey Tools
  19. 19. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Specifically, rounding solutions put plans of care, bedside shift reports, and whiteboard compliance information into one place where it’s easy to access. These solutions provide a way to efficiently evaluate nurse-patient communication and leverage patient provided information to measure performance, encourage account- ability, and align engagement efforts and quality initiatives. Enhanced Rounding with Web-Based Survey Tools
  20. 20. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. For rounding tools to work effectively, staff must be able to use the tool and understand the data generated. A rounding tool dashboard displays data gathered from the rounding tool and elsewhere—both within and outside of the organization. The data that fuels the dashboard allows staff to see work and progress in near real time and provides benchmarking information so staff can compare their outcomes both internally and externally. Rounding Tool Dashboard
  21. 21. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Organizations can customize dashboards to provide only the data needed to improve care. Dashboards can have several tabs, like a summary page, interview notes, interview analysis data, rounding activity detail, percent of patients rounded, and trending keywords. Each of these tabs contains different views of data. Rounding Tool Dashboard
  22. 22. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. For example, as in Figure 1, a trending keywords page might display chosen keywords, like medication or pain, and the instances of those keywords. A line graph on the page might display how the keywords have trended over time, giving insight into patient care and satisfaction in specific areas, such as pain management. Rounding Tool Dashboard
  23. 23. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Rounding Tool Dashboard Figure 1: Sample dashboard page (keyword trends)
  24. 24. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. A dashboard also aligns rounding information with other data, such as costs and quality scores, to show the impact of rounding over time. Technology that shares organizational objectives makes improvement easier. To be effective, rounding technology should focus on process innovation to enhance patient care. A data fed dashboard fed reports performance and provides unbiased accountability and spurs transparency that drives culture change. Rounding Tool Dashboard
  25. 25. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Data driven rounding technology also gives leaders vital information to measure outcomes and guide change. Creating a discipline around listening and communicating builds transparency and accountability into the rounding process. Rounding Tool Dashboard
  26. 26. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Rounding isn’t just for patients. Leaders should also round on employees, truly listening and seeking feedback. When employees feel heard and seen, employee satisfaction improves, and employees are happier. Studies show that when employees are happy, patients are happy. Happy Employees; Happy Patients
  27. 27. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. According to a Health Affairs article published in 2011, environments that support nurses lead to better care, and an unhappy work environment can lead to lower HCAHPS scores. The first key to successful rounding is to listen. Patients and employees can provide vital feedback that improves care. Happy Employees; Happy Patients
  28. 28. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. While rounding technology doesn’t guarantee happy employees or patients, it does benefit patients, caregivers, leaders, and entire organizations. Bedside rounding technology empowers patients to maximize their hospital experience through consistent interaction with hospital employees. Happy Employees; Happy Patients
  29. 29. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. It provides caregivers access to real-time census and patient satisfaction data and allows them to monitor and prioritize patient needs. It gives leaders insights they need to be proactive in improving the care environment. Happy Employees; Happy Patients
  30. 30. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Keeping patients and employees satisfied is a challenge for all health systems, especially when organizations are growing and changing, and when satisfaction wanes, finances take a hit. To combat this problem, health system leaders are looking to technology to enhance their processes and improve satisfaction and outcomes. Technology Fuels Better Satisfaction
  31. 31. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Technology at its best gives leaders an edge. Rounding technology supports good communication and encourages positive shifts in culture and transparency, and that boosts both patient and caregiver engagement and satisfaction. Embedding this technology into the rounding process makes rounding more effective and efficient, which leads to measurable increases in satisfaction and puts better HCAHPs scores—and higher reimbursements—well within reach. Technology Fuels Better Satisfaction
  32. 32. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. For more information: “This book is a fantastic piece of work” – Robert Lindeman MD, FAAP, Chief Physician Quality Officer
  33. 33. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. More about this topic Link to original article for a more in-depth discussion. Leveraging Technology to Increase Patient Satisfaction and Employee Engagement How to Integrate Patient Satisfaction Data to Deliver Quality Healthcare and Improve Operational Efficiency Health Catalyst Success Story How Care Management Done Right Improves Patient Satisfaction and ROI Amy Flaster, MD, MBA, Vice President, Population Health Management and Care Management How to Significantly Reduce Inpatient Admission Times and Improve Patient Satisfaction Health Catalyst Success Story 10 Motivational Interviewing Strategies for Deeper Patient Engagement in Care Management KimSu Marder, RN, CCM , Lead Care Manager Patient Experience Explorer Health Catalyst Product Overview
  34. 34. © 2018 Health Catalyst Proprietary. Feel free to share but we would appreciate a Health Catalyst citation. Other Clinical Quality Improvement Resources Click to read additional information at www.healthcatalyst.com Health Catalyst is a mission-driven data warehousing, analytics and outcomes-improvement company that helps healthcare organizations of all sizes improve clinical, financial, and operational outcomes needed to improve population health and accountable care. Our proven enterprise data warehouse (EDW) and analytics platform helps improve quality, add efficiency and lower costs in support of more than 65 million patients for organizations ranging from the largest US health system to forward-thinking physician practices. Health Catalyst was recently named as the leader in the enterprise healthcare BI market in improvement by KLAS, and has received numerous best-place-to work awards including Modern Healthcare in 2013, 2014, and 2015, as well as other recognitions such as “Best Place to work for Millenials, and a “Best Perks for Women.”

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