Hospitals must find ways to differentiate their services and programs from their competition, while facing the obstacles of reduced reimbursement, a larger focus on patient satisfaction, and increased accountability and quality requirements.
The Avera Orthopedics department did an evaluation of the patient experience for their Total Joint Replacements program from end-to-end, including an assessment of their online experience for e-patients. A care path was then optimized with transition gaps resolved and duplicative work eliminated. A web-based patient guidance system was implemented that provided patient benefits in convenience and efficiency.
Avera found that guided patient engagement through the total episode of care improves patient readiness, increases treatment adherence, reduces risks of setbacks, and speeds up recovery.
In this session you will learn
The problems faced by the Avera ortho dept
Defining a process to evaluate hospital service line patient experience from end-to-end
Addressing pain management scores through multiple initiatives
Innovative concepts that used lean processes to positive outcomes
The effects of purposeful hourly rounding and leader rounding
How to create a streamlined care path, reducing variances and duplicative work
Benefits seen in setting patient expectations early and offering convenience of online e-patient engagement
About the Speaker:
Benz Julie_color_smallJulie Benz is the Director of Outpatient Therapy Services at Avera McKennan. Julie has been employed with Avera McKennan for 30 years. She received her degree in Physical Therapy from the University of Iowa and Masters in Administrative Studies from the University of South Dakota.