Creating a successful patient experience strategy is a long-term investment in planning, surveying, training, and technology. Healthcare organizations hope these efforts will pay off at the very least with a growing base of loyal patients, better care quality, and stable reimbursement. And then there are those organizations that are turning patient experience into a movement. What’s their endgame? They intend to build state-of-the-art service-oriented cultures that rival other industries, and they are doing it through data analytics, unique communication programs, radical cultural shifts, and consumer-centric technologies.
Alan Manning has an intimate view of what it takes to provide an outstanding patient experience, not only because he has been COO of Derby, Connecticut–based Planetree for four years, but also because he spent several months in the hospital with his critically ill daughter. That pivotal experience, while traumatic, solidified friendships with his daughter’s nurses and brought him several years later to Planetree, a nonprofit organization started in 1978 by a patient who wanted to help hospitals deliver stronger patient-centered care practices. Planetree works with 700 organizations in more than 17 countries.
This report reveals how a growing number of patient experience programs have moved beyond focusing primarily on training nurses to also include physicians and a host of nonclinical staff. Another sign of the degree to which organizations are embracing patient experience is the increasing number which feature a chief patient experience officer (or individual with similar responsibilities) on the senior leadership team. Complete this short form to download your FREE copy of PATIENT EXPERIENCE: Cultural Transformation to Move Beyond HCAHPS
The annual Truven Health AnalyticsTM 100 Top Hospitals® identifies U.S. hospitals with the best overall performance across multiple organizational metrics, including clinical, operational, and financial. The ability of some hospitals to adapt as the industry is changing demonstrates leadership as the winners set the standards their peers seek to achieve. The study revealed that the nation’s best hospitals had a lower mortality index, considering patient severity; had fewer patient complications; followed accepted care protocols; had lower 30-day mortality and 30-day readmission rates; sent patients home sooner; provided more timely emergency care; kept expenses low, both in-hospital and through the aftercare process; and scored better on patient surveys of hospital experience
The shift to healthcare’s value-based model is being accelerated by measurable goals and an aggressive timeline. With improved patient experience as the objective, addressing root causes that impact patient satisfaction scores is crucial to success.
Read Part 1 of the Revenue Cycle Management Peer-to-Peer series authored by Cathy Dougherty, VP of Revenue Cycle Management at Gwinnett Health System. In this article, Cathy discusses how Gwinnett Hospital System handles the business side of caring by helping patients to understand and plan for what they owe, resulting in a positive and satisfying financial patient experience - See more at: http://www.relayhealth.com/solutions/financial-solutions
Involved, informed patients are better able to manage their own care.
Today’s technology plays a big role in helping patients to take ownership of their health and collaborate more closely with providers to achieve better outcomes.
Here are 10 tips from Lenovo Health for putting technology to work to reach your patient engagement goals:
• Mobile devices, tablets, and interactive technology improve the patient experience
• Healthcare facilities can remotely monitor patient progress and health post-discharge
• Providers can leverage patient portals and other tools to promote population health
• Ensuring patient engagement success requires effective measurement
• And more...
Lenovo Health provides the solutions and expertise to help healthcare organizations engage patients and achieve the vision of customized care anywhere, from hospital to home.
Are you meeting your patient engagement goals?
Download this checklist now.
Wake Forest Baptist Medical Center, a nationally recognized fully integrated academic medical center and health system, is dedicated to improving patient care and advancing medical research. However, its aging legacy IT infrastructure had to be modernized in order to meet the requirements of the business.
Wake Forest Health turned to market-leading EMC Converged Infrastructure from VCE to simplify IT operations and drive business efficiency. In addition to multiple VCE Vblock® systems, the Vblock 540 with EMC XtremIO all-flash storage enabled significant improvements in application infrastructure performance and agility. After deploying the Vblock 540, Wake Forest experienced an overall 30 percent performance improvement to end
users and decreased the time needed for storage provisioning from 24 hours to less than an hour.
Read this white paper to find out more about how EMC Converged Infrastructure from VCE helped Wake Forest Baptist Medical Center modernize its business.
The network has never been as critical to the healthcare sector as it is today. Electronic health records, Wi-Fi-connected medical devices, and clinician smart phones are among a plethora of healthcare technologies that depend on a stable network.
The consistent development of this infrastructure is key for the healthcare sector to continue its successes in creating new possibilities for management, patient and family experience, and patient outcomes.
Extreme Networks posed key questions to Nolan Greene, a senior research analyst with IDC’s Network Infrastructure group, who highlights the critical issues healthcare IT professionals must consider when building a network that maintains industry needs.
Download this report to learn about:
• Why having a modern healthcare infrastructure is so important
• The major challenges IoT brings to healthcare networks
• How IEC 80001 is impacting compliance
• Trends that confront a network IT professional in healthcare
• Risks Healthcare IT must eli
Hear how leading hospitals are using the Digital Clinical Workspace as a platform for innovation to improve the patient and provider experience, and enable the right device at the right time for the right task. The session will cover new key technologies to help protect patient data and cover the recent announcement of Target Platform for Epic 2015.
Published By: Evariant
Published Date: Apr 09, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement.
Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands.
Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
Published By: Evariant
Published Date: Jul 02, 2018
When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life.
The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI.
Get your free copy of
In recent years, there has been a great deal of discussion about how to engage patients in their care. Patient engagement has always been considered a good thing in practices and health care organizations. Today it is vital to the business of delivering care. This Whitepaper Outlines 5 elements of Launching a Successful Strategy.
Statements can be a great opportunity to improve the patient experience and expedite collections, or they can lead to frustrated patients, lower self-pay revenue and increased bad debt.
As pioneers of the healthcare industry’s patient-friendly initiative nearly 10 years ago, RelayHealth continues to research and innovate. Its most recent patient focus group provided input on how statement design impacts their satisfaction with the hospital, post-discharge experience and willingness to pay.
Learn the critical components to creating patient statements that get results and help compel patients to pay: Download the 10 Keys to Creating Engaging Patient Statements today.
Often, a hospital’s revenue cycle is comprised of several departments that are managed and monitored separately. The lack of visibility of overall performance can impact cash flow and the patient experience. RelayHealth financial solutions offer a panoramic view of the revenue cycle while also providing the ability to drill down for microscopic focus on certain challenges. Using analytics to identify and prioritize improvement opportunities, financial executives can then implement RelayHealth’s other revenue cycle solutions to help solve problems and improve financial outcomes.
Part 2 in our Partnering with Certainty Webinar Series, "Customer Demands at the Edge."
In our last webinar, we discussed how trends & technologies like IoT and its many applications have helped drive an Always On, Always Connected mentality that has completely evolved customer experience standards. These demands are driving a need for resiliency in local edge environments, meaning compute & storage capacity is now coming back on premise for many applications – especially in industries like Healthcare, Retail, Finance, and Education.
In other words, this highly distributed access layer is now becoming a compute layer – one that is mission-critical to delivering a flawless (or at least acceptable) customer experience. These environments are often make-shift wiring closets (janitor’s closets, back rooms, etc.) with no dedicated IT staff per each location.
More than ever before, Healthcare, Retail, Finance, and Education customers are turning to solution providers to be that “dedicated IT staff” to find and fix problems before they start, so that the customer (or patient, or student) experience they’re working to provide remains a good one.
APC by Schneider Electric has:
Connected Products making it easy to remotely monitor your customers’ environments
Including our NEW Smart-UPS with APC SmartConnect – the industry’s first cloud-connected UPS!
A Managed Service Program to help you develop & monetize power as a managed service
Fill out your information and click "Register" to watch part 2 of our Partnering with Certainty Webinar Series, “Customer Demands at the Edge: Fix My Problem Before it Starts.” This webinar originally aired on October 19th, 2017.
Published By: DrFirst
Published Date: Mar 13, 2015
Secure, efficient communication between doctors and staff is key to reliable patient care. For Groves Community Hospice, every situation involving patients requires rapid response; this poses a particular challenge, as more than 80 percent of the hospice staff work in the field.
With so many doctors and staff off-site or on-call, and considering the inherent urgency of hospice care, Groves needed to streamline staff communications and enable a better way for physicians and staff to connect and discuss critical patient issues within a secure environment.
Published By: DrFirst
Published Date: Mar 13, 2015
Long-term care facilities are highly regulated institutions that are often reluctant to implement new health technology. Cedar Creek Nursing Center chose Akario Backline® secure chat to help improve care transition processes by minimizing phone calls and faxes.
In this white paper we demonstrate why CFOs must focus their attention on advancing along three distinct strategic tiers:
1) Optimizing the health system’s fiscal health. Even if it’s already good it needs to be even better to weather inevitable industry changes.
2) Thinking outside the walls of the health system by optimizing the ecosystem of providers, the system of care, and physician loyalty.
3) Optimizing the patient experience: harness the health system to deliver what patients value most.
In this whitepaper, we argue that traditional models for estimating HCIT costs are inadequate and overlook several business-critical variables. Our intention is not to provide a comprehensive TCO model, but to expose and examine the operational considerations that most TCO models fail to recognize or account for, and to equip executives to ask the right questions about the cost of delivering clinical and financial results stemming from technology procurement
HCAHPS is the barometer for understanding a patient’s hospital experience. But can you predict the
outcome of your patient satisfaction surveys by reading online reviews from past and present patients?
And more importantly, does improving your hospital’s online reputation improve HCAHPS scores?
Reputation.com’s Data Science team, led by Brad Null, Ph.D, analyzed two years of HCAHPS hospital
survey data from The Centers for Medicare and Medicaid Services, across more than 4,800 hospitals.
Watch this 3-minute video to learn how Optum Interactive Platform simplifies and automates the way hospitals deliver helpful information and services to patients to increase their overall satisfaction, while freeing up clinicians to focus more directly on patient care.