patient experience tablet chippenham hospital publication

PATIENT EXPERIENCE TABLET CHIPPENHAM HOSPITAL

Publication Year: 2014

SUMMARY: Interactive tablet allows patients to watch discharge care videos, schedule follow-up appointments, and provide real-time feedback to the staff, allowing for service recovery during their ED visit.

SUBMISSION CATEGORY: Safety & Quality Care Coordination Patient Experience

HOSPITAL: Chippenham Hospital LOCATION: Richmond, VA CONTACT: Boykin Robinson, MD

CATEGORY: D: Disposition Decision/Throughput E: Exit From the ED

KEY WORDS: Care Transitions Care Manager Communication Continuity of Care Discharge Instructions Follow-Up Information Systems Patient Satisfaction Queing Safety Net Scheduling Telemedicine

HOSPITAL METRICS: Annual ED Volume: 93,000 Hospital Beds: 466 Ownership: Hospital Corporation of America Trauma Level: 3 Teaching Status: Yes

TOOLS PROVIDED:

CLINICAL AREAS AFFECTED:

Access Readmissions ED Fast Track Inpatient Units

STAFF INVOLVED:

ED Staff Nurses Physicians Social Workers/Case Managers

Copyright © 2002‐2014 Urgent Matters

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Innovation The Patient Experience Tablet is an innovative approach to increasing patient engagement. The tablet allows patients to meet their ED staff, learn about disease processes, and learn about what is happening to them in the ED. In addition, they can watch video discharge instructions, schedule follow‐up appointments, and get qualified for health insurance. These features improve continuity of care and post‐discharge planning by providing clear communication and facilitating post‐discharge follow‐up care. The device also provides games and other entertainment for a patient's time in the emergency department. Perhaps most importantly, the application also gathers real‐time feedback from patients, allowing the opportunity for service recovery, improving the patient's experience before he/she leaves the hospital. When a patient utilizes the tablet, an alert is sent to emergency department staff with the patient's rating of his/her stay and any comments. When a patient is dissatisfied, the team is able to perform service recovery in an attempt to improve the experience before the patient is discharged or admitted. Real‐time service recovery is documented in an online application so that all team members can know that a resolution was reached. Background The tablet serves a variety of functions for our ED patients as described above. The tablet software is locked down so that patients can only access the applications for them. We chose this solution because it is customized for our facility (pictures and bios of our providers, a link to our CEO's blog, etc.) In addition, we went live with Patient Portal signup via the tablet recently, helping to create compliance with the next round of Meaningful Use. Innovation Implementation The tablet took a few weeks to customize for our facility. We uploaded photos and bios of all of our providers; videotaped a message from our medical director, and uploaded video clips from the marketing department that highlighted various service lines within the facility. There is minimal involvement needed from hospital IT (this is a standalone product that utilizes its own hotspot for connectivity). To date, we have had no tablets broken or stolen, so sustainability has been via remote software updates.


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Timeline The tablet itself took months to design and build. However, the planning/implementation of the tablet at our facility took only 4‐6 weeks. Creating the customized content took a couple of weeks, as did obtaining the marketing materials.


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Results

Cost/Benefit Analysis Tablets cost about $250 each, and we purchased 20 for use in our ED rooms. Subscription cost to maintain service (including all updates and real time feedback monitoring) is $1,000/month.


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We cannot calculate savings at this time but are offsetting cost by bringing outpatient business back to the hospital (in the form of follow‐up business and follow‐up for chronic disease screening). Patients who use the GetInsured Calculator and who sign up for healthcare (.gov or Medicaid) will be retroactive to the date of their ED service. Advice and Lessons Learned

1. Nursing buy‐in is essential, because it is nurses who typically hand the tablet to the patient. 2. Train your triage staff on the benefits of the tablet if they are the ones who room patients. 3. Leaving the tablet on the bed (rather than in its sleeve) is the single best way to drive usage. 4. Ensure that your facility has a method to handle patients requesting more information (ie on cholesterol or lung

screening) or who want follow‐up. Sustainability Next steps for the tablet include a rollout of several new features. First, patients will be able to use the tablet to sign up for Patient Portal. The tool will also allow for real time individual physician satisfaction metrics. Finally, limited EMR integration will be performed to keep patients informed of the progress of their visit.


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Tablet Statistics

Average views/day 265

Referrals 42

Service Line Views 3,522

Get InsuredCalc

Games Tim's Blog HCA Content& Service Line

Views

LearningModules

Meet OurTeam

Tablet Feature Usage

Patient Experience Tablet – Usage StatisticsChippenham Hospital

Patient Experience Tablet Patient Feedback & Service Recovery

patient experience tablet chippenham hospital publication

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