At a Oct. 9 session at the Beckers Health IT + Revenue Cycle Virtual Event, three hospital leaders discussed patient experience and service quality in the age of COVID-19 and how IT is playing an essential function in improving both as healthcare facilities navigate unchartered waters.
Innovation can help change client experience and service quality. As clients return to health care settings during the pandemic, a strong IT infrastructure is essential to ensuring theyre pleased and get top service.
Panelists consisted of:
Concern: What has been one health IT effort that you feel has truly moved the needle in terms of patient experience and satisfaction in the in 2015?
● Medell Briggs, MD, interim chief, health equity, variety and addition at University of California Los Angeles Health and associate teacher of emergency situation medicine at the David Geffen School of Medicine ● Matt Phillips, vice president, health informatics at Rochester (N.Y.) Regional Health ● Beau S. Gostomsky, Registered Nurse, vice president, earnings cycle at Childrens Mercy Hospital Kansas City (Mo.).
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Some visits were set up. They wrote their physicians if they had concerns. Then we simply did a large one a few weeks ago with back-to-school in New York happening, on simply basic COVID awareness and a refresher on whatever. It was actually a great positioning with the pandemic. It enabled us to actually engage our clients in a various way that we hadnt typically.
However the IT structure, or the info services structure behind it, was 100 percent encouraging. Among the ingenious things we did was relocation client registration to virtual, which I know it might be innovative for us, perhaps not for other companies, but it was a huge patient satisfier.
Dr. Medell Briggs: One of the things that I believe that we all experienced with our clients and their families throughout this time duration is the feeling of social seclusion. One of the pieces that we did is that we extremely rapidly– we made sure that there was an iPad connected to Zoom in every single patient room, because given that there was a no-visitor policy in general, when clients come to the emergency department, when clients are confessed to the hospital. All of us, I believe, throughout the country, having to roll back so numerous of our visitation policies, literally left our clients feeling really, really terrified, really alone.
Beau Gostomsky: When I believe about patient experience and patient care, it really is: How do our details services support the physical care and the telemedicine care that we were doing, and were they capable of it? Im happy to say that we had the ability to. We had a little telehealth practice that we had actually currently begun. We were able to take that and replicate it across the organization. Again, it was go as you discover. It was different for all of our companies.
As discussed, what we really did do was put an iPad into every space that was linked straight to Zoom, so that family members can actually at any point in time, in fact ping and see their member of the family [and] speak with them. That likewise enabled a lot more prompt communication between the patient, their household and the health care experts. Thats something that I believe that as were thinking of the functional performances, all of the various innovation that were implementing, [weve got to be] truly thinking of the empathy and the support for our patients and how do we really scale up a great deal of these various interventions?
Typically, it was connected to sees and tied to services. We kind of untethered that this year. I believe the timing was simply right, since we were able to release big population outreaches with video education, through our portal, through our email and reach patients and engage them outside of the normal go to.
We were in lockstep with our info services group and their continual questioning: What more can we do for you? Where do you need us? If we are having technical problems, they were on them immediately and solving them.
They desired to keep an eye on better at home.
Here is an excerpt from the conversation, modified for clarity. To view the full session on-demand, click here.
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Dr. Medell Briggs: One of the things that I think that we all experienced with our patients and their households throughout this time period is the feeling of social isolation. One of the pieces that we did is that we very quickly– we made sure that there was an iPad linked to Zoom in every single client room, since provided that there was a no-visitor policy in general, when patients come to the emergency situation department, when patients are admitted to the health center. All of us, I believe, across the nation, having to roll back so numerous of our visitation policies, literally left our patients feeling extremely, really afraid, extremely alone.
Beau Gostomsky: When I believe about patient experience and client care, it actually is: How do our details services support the physical care and the telemedicine care that we were doing, and were they capable of it? I think the timing was simply right, because we were able to release big population outreaches with video education, through our website, through our email and reach clients and engage them outside of the normal go to.