improving the patient experience with hit webcast
TRANSCRIPT
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Beyond Meaningful Use: Enhancing the Patient Experience with HIT Presented By: Mike Elvin, Practice Director, Patient Experience Technical Assistance: 978-805-3156 or [email protected] Audio Options: Telephone 1-646-307-1717 l Access Code 400-493-781 Computer Microphone and Speakers This teleconference will be muted while we wait for all attendees to join. Thank you for your patience.
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By the end of this presentation, you will:
1. Understand how patient engagement is linked to the overall patient experience
2. Learn how to design a roadmap for an
improved patient experience 3. Learn how to enhance adoption of your
patient portal and mHealth options, both publicly and internally
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Meaningful Use of HIT: What Does it Mean?
CMS states that Meaningful Use of HIT must: 1. Improve quality, safety, efficiency, and reduce
health disparities 2. Engage patients and family. 3. Improve care coordination and population/
public health. 4. Maintain privacy and security of patient
health information (PHI).
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Meaningful Use of HIT: What’s the Focus?
Stage One: EMRs Stage Two: Patient Portals, Patient
Engagement Stage Three: APIs/apps, Secure Messaging,
PGD Where do these technologies fit into the patient experience?
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Meaningful Use of HIT: What the End-Game?
CMS hopes that Meaningful Use compliance will result in: • Better clinical outcomes • Improved population health outcomes • Increased transparency and efficiency • Empowered individuals • More robust research data on health systems
Or, the Triple Aim
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Improving the Patient Experience with Patient-Centered HIT
• What does patient-centered mean? • What does it look like?
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Meaningful Use of HIT: Where do we go from here?
• What’s out there? • How can HIT help (or hurt)? • What is patient engagement, exactly? • How does it tie in with patient experience?
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HIT: What’s Out There?
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HIT: What’s Out There?
Examples: EHRs Patient portals Secure messaging APIs & apps Wearables/health trackers and PGD Health information exchanges (HIEs) Patient registration kiosks and interactive patient systems (IPS) Telemedicine Virtual patient navigation Discharge applications Patient education services Patient appointment and waiting room apps Housecall apps Etc.
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HIT: How Can it Help?
Benefits of HIT:
HIT
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HIT: How Can it Help?
Supports Patient Engagement: • Information • Access • Empowerment • Accountability • Action
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HIT: How Can it Help?
Provider benefits: • Reduction in phone calls to office (up to $6
per call)
• 63 cents for each lab result
• $17 for every billing query
• $7 for every appointment
• Asynchronous management = increased productivity + record of communication
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HIT: How Can it Hurt?
Drawbacks and limitations of HIT: Value
Workflow Disruption
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HIT: How Can it Help (and Hurt)?
Security/Privacy
Loss of Personal Touch
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HIT and the Patient Experience
Patient Experience Definitions:
The sum of all interactions shaped by an organization’s culture that influence patient perceptions across the continuum of care.
Providing world-class care while addressing the patient’s physical, educational, emotional, and
spiritual needs.
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Recent Studies: Patients, Providers, and Emerging HIT
• RWJF report
• Software Advice study
• Xerox/Harris Poll study
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Recent Studies: Patients, Providers, and Emerging HIT: RWJF Report
• Younger patients are more comfortable with data sharing – while older patients are not.
• Seek the stories behind the data.
• People also want “long” data, and they want it to move with them.
• Give them a roadmap with personal health information and actions to take.
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Recent Studies: Patients, Providers, and Emerging HIT: Software Advice Study
• 66% don’t have (or don’t know about) their portal
• Top frustrations: response and interface
• Different ages and genders use portals for different reasons
• Advice from S.A.
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Recent Studies: Patients, Providers, and Emerging HIT: Xerox/Harris Poll
• Nearly half of millennials prefer to access patient portals on their smartphones
• Lack of portal awareness • More interested in their
personal healthcare since they began using it
• Baby boomers: more engaged in their care if their medical information was online
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What Health Care Consumerism Means Today
• Patient Consumer • PCMHs/ACOs and value-based care
• Cost transparency
• Accountability
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HIT and the Patient Experience
Studies have shown that patients want…
…more control (even if they’re sharing control). …open lines of communication to their providers. …safety and privacy: a trusting environment. …a roadmap for making good health choices. …encouragement when trying to improve health. …less expensive and more diverse options for care. …to speak in their native language (without jargon). …to be informed about their condition. …their doctors to dress in formal attire. …healthcare to be easy and affordable. …to build a relationship with their caregivers. …to feel cared for.
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HIT and the Patient Experience
Patient-facing HIT addresses all of these concerns, and more.
(Except...)
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HIT and the Patient Experience
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HIT and the Patient Experience
Relationships and the Personal Touch
“Touch is our body’s largest and the oldest sense. It’s a channel of communication. It’s integral to the human
experience.”
- Jeanne AbateMarco, MS, RN, CNS Clinical Nurse Coordinator
Department of Integrative Health Programs NYU Langone Medical Center
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Hi-Touch/Hi-Tech: Setting the Stage for a Positive Patient Experience
• Opening: Introductions, acknowledging others in the room
• Attention: Sitting, eye contact, listening, summarizing
• Incorporation: turn screen toward patient, portal/apps
• Education: Speaking simply, teaching back
• SATS, Heard-Head-Heart
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How Hospitals Can Weave HIT into the Patient Experience: A Roadmap
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How Hospitals Can Weave HIT into the Patient Experience: A Roadmap
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How Hospitals Can Weave HIT into the Patient Experience: A Roadmap
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How Hospitals Can Weave HIT into the Patient Experience: A Roadmap
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How Hospitals Can Weave HIT into the Patient Experience: A Roadmap
1. Audits: Communication/HIT/workflows 2. Vision 3. HIT research/comparison 4. Stakeholders 5. Dovetailing hi-tech and hi-touch: find opportunities 6. Constant contact/workshopping/transparency 7. Education and discharge 8. Focusing on the continuum of care 9. Internal marketing 10. Piloting, shadowing by patient groups 11. External marketing 12. Testing, regrouping 13. Follow-up surveys and tracking
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How Hospitals Can Weave HIT into the Patient Experience: Stakeholders • All points of contact! • C-level executive staff • Admitting/Registration • Social Services/Case Management • Inpatient Nursing/Inpatient Therapy Managers • Outpatient Therapy Manager • Radiology • Laboratory • Clinics • Medical Records • Marketing/Public Relations • Food and Environmental Services • Volunteering • Patient advocacy/family faculty groups
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How Hospitals Can Weave HIT into the Patient Experience: Discharge and Post-Discharge Plans
• Studies: Rehospitalization rates, comprehension
• Last point of contact while under your care
• Instructions and education for continued health – SSW
• Portals/apps/APIs/PGD: Easy access at home
• Callbacks
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ü Collaboration & Workflows
ü Enhancing Adoption
Lessons Learned:
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Lessons Learned: Healthy Staff Collaboration and Workflows
• Shared ownership • Regular stakeholder meetings and workshops • Value conveyed internally • Seeing patients in new ways: empathy • Happy staff = happy patients • Recognition • Patient advocacy group • Each member of staff plays a part
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Lessons Learned: Tips for Introducing Patients to New Technologies and Enhancing Adoption
• Incentives • Conveying value • Preferred methods of communication • Not everyone wants to be engaged • Benefits vs. consequences • Adding functionality • Market!
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Lessons Learned: Tips for Introducing Patients to New Technologies and Enhancing Adoption
• Direct mail • Email/e-newsletters • Website homepage • Phone messaging • Signage • Screensavers • Inpatient televisions • Billing • Smartphone apps/QR codes • Button: “Ask me about our patient portal.”