the overlooked opportunity to supercharge...providers must improve their education and engagement...

11

The Overlooked Opportunity to

SUPERCHARGE Patient Engagement and Satisfaction

Leverage patient education to improve ROI and health outcomes. click next

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What every patient education SUPERHERO needs to knowChapter 1. Introduction

Chapter 2. Healthcare challenges

Chapter 3. Age of healthcare consumerism

Chapter 4. Challenges for champions of patient education

Chapter 5. An overlooked opportunity

Chapter 6. The value of customized education

Chapter 7. The opportunity to extend your brand

Chapter 8. Case studies > next

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CHAPTER 1: INTRODUCTION

The ongoing transformation in the U.S. healthcare industry has created both challenges and opportunities for patient educators. The days of handing patients a flyer as a means of providing education are long gone.

As hospitals move from fee-for-service payments towards value-based care in an era that increasingly rewards quality outcomes and patient satisfaction, educators must do more to help their organizations improve the patient experience.

Additionally, healthcare consumers have become more empowered than ever. Even the least tech savvy go online to educate themselves about health conditions and which

health system might offer the best treatment and care.

Patients seek info throughout the healthcare journey 84.3% of millennials and 78.5% of Gen Xers own smartphones*

64% of U.S. adults own a smartphone.**

62% of smartphone owners used their phone to get information about a health condition in the past year.**

56.3% of baby boomers (50-69) have shown solid smartphone adoption.**

* Boomers Underindex for Smartphone Ownership by a Wide Margin. eMarketer, 2015

** 6 facts about Americans and their smartphones. Pew Research, 2015

To attract new patients and ensure positive health

outcomes and high satisfaction scores, healthcare

providers must improve their education and

engagement strategies.

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CHAPTER 2: HEALTHCARE CHALLENGES

With increased pressure to reduce healthcare costs and remain financially viable, healthcare providers face a unique set of challenges that are both hindered and aided by advancing technologies.

The biggest of those challenges are:

Reducing length of stay

Improving outcomes

Reducing readmissions

Increasing patient satisfaction

Without question, the development of newer and better diagnostic technologies and procedures, and rapidly increasing treatment breakthroughs, will play a major role. However, these alone will not be enough. Because just ‘getting fixed’ does not always mean getting well.

And getting well is ultimately the

biggest patient satisfier of all!

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Healthcare providers must continually

improve their ability to provide

patients with individualized information

how, when and where it’s needed most.

With the continued pressure to reduce healthcare costs, it’s increasingly difficult for both doctors and nurses to take time from direct patient care to engage patients with consistent, meaningful and relevant education.

Yet, improved outcomes and increased patient satisfaction − which tie directly to reimbursements and reduced readmissions − will rely on how well both patient educators and hospital marketers accomplish this.

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Why customized patient education available anywhere, anytime matters.

3 13-16 minutes – time most physicians report spending with patients1

3 4 minutes – time physicians average in patient room during hospital rounds2

3 7% – time nurses spend on education out of 44% total time spent on patient care3

1 Medscape Physician Compensation Report 2016 April 1, 20162 Blanchard CG, Labrecque MS, Ruckdeschel JC, et al. Physician behaviors, patient perceptions, and patient characteristics as predictors of satisfaction of hospitalized adult cancer patients. Cancer 1990;65:186–92.

3 American Journal of Nursing, September 2008, Volume:108

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Clearly, with reimbursements at stake, health systems and their

patient educators must find ways to further improve the patient experience in order to boost

patient satisfaction.


What’s money got to do with it?

The HCAHPS and CAHPS surveys have patients rate their inpatient stay or outpatient experience in categories ranging from the usual pain management, facility cleanliness and quietness factors, to their communication with doctors and nurses. Then, the quality of that experience drives published rankings as well as reimbursement levels.

And, based in part on your survey scores, 2% of your hospital's Medicare payments are at risk in 2017.

Additionally, hospitals and outpatient facilities stand to lose or gain patients, and therefore income, based on published rankings.

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CHAPTER 3: AGE OF HEALTHCARE CONSUMERISM

As if the need to keep an eye on factors that affect

reimbursements was not enough, healthcare consumerism

is taking a greater role in both patient decision-making

and satisfaction.

Even before they see a physician or walk into your hospital

or clinic, increasing numbers of digitally capable patients

have already done their homework. They’ve researched

their condition, made a tentative self-diagnosis and explored

potential treatment options. And, unlikely to automatically

accept what they’re told, many continue to research after

their appointment or stay.

Healthcare providers - especially with the

help of their marketing teams - are wise

to position themselves with consumers as

their most reliable source for their health

information.

Consumers have become avid researchers* 72% look online for health information.

47% search for information about doctors & other health professionals.

38% search for information about hospitals & other medical facilities.

* The Pew Internet & American Life Project , 2013.

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CHAPTER 3: AGE OF HEALTHCARE CONSUMERISM

Improving the flow and consistency

of information from provider to

patient is not easily addressed.

On top of that, successfully informing and educating patients is further complicated by the fact that at the time of medical need or illness, patients are often distracted or under increased duress, making them less receptive and less likely

to retain information.

The good news for both patient educators and marketers is there are an increasing number of reliable resources to aid in this endeavor, engaging patients where and when they need it most – from pre-admission, clinic visits and waiting rooms, to patient bedsides, discharge instructions and home recovery.

Most commonly researched internet health-related topics:* 1. Specific diseases & conditions

2. Treatments & procedures

3. Doctors & other health professionals

* The Pew Internet & American Life Project , 2013. A collaboration between the Pew Internet Project and the California HealthCare Foundation.

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CHAPTER 4: CHALLENGES FOR CHAMPIONS OF PATIENT EDUCATION

Patient education has changed dramatically in recent years. The importance of providing the right education for the patient at the right time cannot be underestimated for its ability to empower patients to improve their health. Nor can it be ignored as it relates to reimbursement and reducing readmissions.

Consistent patient engagement across all points of care is critical to improving outcomes. But to engage patients and drive satisfaction, health systems also need education that is:

Personal and portable

Affordable and accessible

Usable and understandable

Relevant and timely

Effective patient education will also meet nationally recognized care standards and guidelines of organizations such as:

• American Heart Association

• American Stroke Association

• American College of Physicians

• American Medical Association

• American Association of Diabetes Educators

• American College of Obstetrics and Gynecology

• American Academy of Pediatrics

• Association of Women’s Health, Obstetric and Neonatal Nurses

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Fortunately, technology has made customization of patient education easier than ever. Not only has it facilitated the fine-tuning of messages, it has given providers tools to more easily deliver and track assigned education, and patients more ways to access and comprehend it.

• Automated delivery is more learning-effective for patients and time–efficient for clinicians.

• Interactive technology delivers as much as a 42% increase in patient satisfaction.1

• Remote monitoring of patient engagement post discharge allows compliance tracking.

• More extensive use of apps will further help patients manage diseases and adhere to recommended lifestyle modifications.2

1 The Beryl Institute “Enhancing the Patient Experience Through the Use of Interactive Technology” 2011 2 How technology is shaping patient education PMLive, October 2013

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As health systems continue to struggle with optimizing reimbursements under ever-changing requirements while delivering an optimal patient experience, the ability to personalize patient education will continue to have a significant impact.

Health consumers are more focused on recovery and wellness than ever before and want to have confidence that their needs are understood and will be met by their most reliable and trusted resource – their health provider.

Which is why providers need to use every tool available to personalize messaging and customize education. Because, without question, both are increasingly necessary for patient recovery and long-term health.

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CHAPTER 5: AN OVERLOOKED OPPORTUNITY

Although studies show 30% of well-informed patients are less likely to be readmitted, a number of education-related factors continue to impact the ability of healthcare providers to reduce readmissions.

Staff time constraints

Inconsistent education

Lack of engaging education resources

Distracted patients

Unengaged family members

But when you put education at patients' fingertips – whether before, during or after their clinic visit or hospital stay – they can engage when they are truly ready to learn.

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Support your goals to improve health outcomes and your reputation for quality care.Leverage The Wellness Network's comprehensive patient education video and print resources to improve disease management, support women throughout their pregnancy, delivery and return home, and help patients reduce stress, anxiety and improve overall wellness.

When patient educators and marketing teams take full advantage of customization − from program content and schedules to branding and special promotional messages − you provide a more powerful and effective learning experience for your patients.

CHAPTER 6: THE VALUE OF CUSTOMIZED EDUCATION

Customized, engaging patient education resources, integrated into your clinical workflow, can help address some of the biggest challenges in healthcare today:

3 Improving patient-provider communications

3 Meeting patient education needs across the healthcare continuum

3 Supporting efforts to further your reputation for quality care

3 Increasing patient satisfaction

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CHAPTER 6: THE VALUE OF CUSTOMIZED EDUCATION

Customization allows you to address specific clinical initiatives while reinforcing your commitment to quality care and strengthening your brand.

Select from a library of over 450 programs from The Wellness Network that meet the needs of your specific patient population.

Adjust the schedule to ensure optimal viewing based on average length-of-stay.

Integrate locally produced programs showcasing employees, service lines and hospital-specific messages.

Leverage digital signage to promote events, wellness activities, seminars and other pertinent patient messages.

Improve awareness of education channels through branding of print materials promoting programming, schedules and other education offerings.

Enhance community outreach with external access to education from your website.

Program Schedule TIME MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

8:00 AM4:00 PM

12:00 AM

Welcome to North Kansas City HospitalAdmissions and Fall Prevention

8:30 AM4:30 PM

12:30 AM

Taking Medications Safely

Taking Antibiotics Properly






9:00 AM 5:00 PM1:00 AM

Diabetes Education Programs

Prevention Treatments Avoiding Complications Prevention Treatments Avoiding

Complications Prevention

9:30 AM5:30 PM1:30 AM

Deep Vein Thrombosis: Are You at Risk?







10:00 AM6:00 PM2:00 AM

Fall Prevention and Patient Safety

Hospital Acquired Infections

Protecting Yourself in the Hospital

Staying Safe in the Hospital





10:30 AM6:30 PM2:30 AM

Stop Smoking Today Asthma: One Breath at a Time Stop Smoking Today Asthma:

One Breath at a Time Stop Smoking Today Asthma: One Breath at a Time Stop Smoking Today

11:00 AM7:00 PM3:00 AM

Going Home on Blood Thinners

Your Joint Replacement Journey






11:30 AM7:30 PM3:30 AM

Living Well with COPD

Preventing Flu and Pneumonia






12:00 PM8:00 PM4:00 AM

Advance Directives: Making Family Health Decisions







12:30 PM 8:30 PM4:30 AM

Managing Chronic Pain Treating Depression Managing Chronic

Pain Treating Depression Managing Chronic Pain Treating Depression Managing Chronic

Pain

1:00 PM9:00 PM5:00 AM

Welcome to North Kansas City HospitalAdmissions and Fall Prevention

1:30 PM9:30 PM5:30 AM

Controlling High Blood Pressure

Improving Your Cholesterol






2:00 PM10:00 PM

6:00 AM

Nutritional Needs: Prescription for Health

Understanding Obesity






2:30 PM10:30 PM

6:30 AM









3:00 PM11:00 PM

7:00 AM

Tests That Can Save Your Life

Your Surgery: Before, During and After






3:30 PM11:30 PM

7:30 AM

Cancer Related Fatigue Cancer and Nutrition Cancer Related

Fatigue Cancer and Nutrition Cancer Related Fatigue Cancer and Nutrition Cancer Related

Fatigue

Programs with the symbol have been reviewed by the American Heart Association’s scientific and medical review committee. The Patient Channel is working with AHA-ASA to improve health by supporting public education through patient-focused programming. AHA’s role is as a non-profit source of health information and medical review. AHA’s participation does not constitute an endorsement, implied or otherwise, of the Patient Channel or its advertisers.

Turn to channel:

26View programs at www.patientchannelnow.com, use password 05195

1 of 2 303 Q416 05195

Cancer q Breast Cancer: New Reasons for Hopeq Cancer and Nutritionq Cancer Related Fatigueq Living with Cancerq Living with Prostate Cancerq Lung Cancer: Improving Survivalq Preventing Colon Cancer

Diabetes q Diabetes: Avoiding Complicationsq Diabetes: Preventionq Diabetes: Treatmentsq Foot Inspectionq Giving Yourself Insulinq How to Prepare for Your Diabetes Doctor Visitq How to Use Your Insulin Penq Hypoglycemiaq Managing Your Diabetesq Prediabetes and Proper Dietq Prediabetes: An Overviewq Prediabetes: Increasing Activity

Health and Wellness q Caring for a Loved Oneq Considering Other Choices

Healthy Agingq Advance Directives: Making Family Health Decisionsq Alzheimer’s Disease: Hope and Helpq Healthy Agingq Men’s Health: Advice to Baby Boomers q Osteoporosis: Strength for Lifeq Women’s Health: Advice to Baby Boomers

Healthy Living q Alcohol & Drug Addictionq Controlling Stomach Acid Refluxq Managing Chronic Painq Nutritional Needs: Prescription for Healthq Physical Activity: Improving Your Healthq Stop Smoking Todayq Tests That Can Save Your Lifeq Understanding Obesity: The Key to Effective Weight

Loss

Heart Health & Stroke q About AFib q AFib Hospital Dischargeq After a Heart Attack: Preparing for Your First Doctor’s

Visit After Hospital Discharge q Avoiding Hospital Readmissions: Heart Attackq Avoiding Hospital Readmissions: Heart Failureq Basic Facts About Atrial Fibrillationq Controlling High Blood Pressureq Deep Vein Thrombosis: Are you at Riskq Healthy Living After a Heart Attackq Heart Disease: Women at Riskq Heart Failure: Beating the Oddsq Improving Your Cholesterolq Irregular Heartbeats: Restoring the Rhythmq Living With Heart Diseaseq Managing AFib Medicationsq Managing My AFib, a Patient’s Storyq Managing Stroke Risk with AFibq Medications After a Heart Attackq Medications that Help Prevent Blood Clotsq Stroke Care: Every Minute Countsq Stroke Recoveryq Stroke: The Road to Recoveryq Taking Your Own Blood Pressureq VTE Signs and Symptomsq VTE Treatment

Hospital Safetyq Hospital Acquired Infections: What You Need to Knowq Patient Fall Prevention by North Kansas City Hospitalq Patient Safety: Protecting Yourself in the Hospitalq Put Your Hands Togetherq Speak Up: Patient Safety & Advocacyq Staying Safe in the Hospitalq Your Surgery: Before During and After

How Medications Work q How Medications Work: Beta blockerq How Medications Work: Cholesterol Absorption Inhibitorq How Medications Work: Diabetes Drugs that Get Insulin Up and Moving q How Medications Work: Diureticq How Medications Work: Fat-Regulating Agentq How Medications Work: Fibrate

Program Library & Checklist View online at www.thepatientchannelnow.com

using Hospital Password: 05195

Assigned by ______________________________________ Date ____________

Received by ______________________________________ Date ____________

3

Powered by the Patient Channel from The Wellness Network


Add facility-specific messages that can be easily updated

Your facility logo here

Customize sidebar messages

Customize videos

Customize your promotional materials

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CHAPTER 7: THE OPPORTUNITY TO EXTEND YOUR BRAND

The opportunity to integrate branding strategies into customized patient education not only supports efforts to improve health outcomes and the patient experience, it can provide unique opportunities to reinforce your organization’s reputation for quality care while increasing patient satisfaction.

Why should marketers consider tying their existing strategies into patient education? According to a recent report on key marketing trends impacting healthcare brands*:

1. Patients want everything, and they want it now.

2. Digital channels enable real-time, prospective patient feedback.

3. Consumers want relatable stories about healing.

4. Successful campaigns keep nurturing the 99% of your audience not yet ready to buy.

Clearly, reaching your patients with messages where and when they need them, that resonate, and that satisfy their desire for information throughout their healthcare journey, has never been more important.

* Franklin Street Health Care Marketing Trends Report, 2017

Leverage patient education to drive marketing strategies CEO video welcome. Reinforce your commitment to quality care.

Wellness information. Anywhere/anytime on your website.

Digital messages. Promote events, wellness activities & programs on education TV.

Brand wellness programs. TV channel, online, program guides, table tents, bookmarks.

Program Schedule

TIMEMONDAY

TUESDAYWEDNESDAY

THURSDAYFRIDAY

SATURDAYSUNDAY

8:00 AM

4:00 PM

12:00 AM

Welcome to North Kansas City Hospital

Admissions and Fall Prevention

8:30 AM

4:30 PM

12:30 AM

Taking Medications

Safely

Taking Antibiotics

Properly

Taking Medications

Safely

Taking Antibiotics

Properly

Taking Medications

Safely

Taking Antibiotics

Properly

Taking Medications

Safely

9:00 AM

5:00 PM

1:00 AM

Diabetes Education Programs

Prevention

Treatments

Avoiding

Complications

Prevention

Treatments

Avoiding

Complications

Prevention

9:30 AM

5:30 PM

1:30 AM

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

Deep Vein

Thrombosis:

Are You at Risk?

10:00 AM

6:00 PM

2:00 AM


Hospital Acquired

Infections

Protecting Yourself

in the Hospital

Staying Safe in the

Hospital

Hospital Acquired

Infections

Protecting Yourself

in the Hospital

Staying Safe in the

Hospital

Hospital Acquired

Infections

10:30 AM

6:30 PM

2:30 AMStop Smoking Today

Asthma:

One Breath at a TimeStop Smoking Today

Asthma:


Asthma:


11:00 AM

7:00 PM

3:00 AM

Going Home on

Blood Thinners

Your Joint

Replacement

Journey

Going Home on

Blood Thinners

Your Joint

Replacement

Journey

Going Home on

Blood Thinners

Your Joint

Replacement

Journey

Going Home on

Blood Thinners

11:30 AM

7:30 PM

3:30 AM

Living Well with

COPD

Preventing Flu and

Pneumonia

Living Well with

COPD

Preventing Flu and

Pneumonia

Living Well with

COPD

Preventing Flu and

Pneumonia

Living Well with

COPD

12:00 PM

8:00 PM

4:00 AM

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

12:30 PM

8:30 PM

4:30 AM

Managing Chronic

Pain

Treating DepressionManaging Chronic

Pain


Pain


Pain

1:00 PM

9:00 PM

5:00 AM

Welcome to North Kansas City Hospital

Admissions and Fall Prevention

1:30 PM

9:30 PM

5:30 AM

Controlling High

Blood Pressure

Improving Your

Cholesterol

Controlling High

Blood Pressure

Improving Your

Cholesterol

Controlling High

Blood Pressure

Improving Your

Cholesterol

Controlling High

Blood Pressure

2:00 PM

10:00 PM

6:00 AM

Nutritional Needs:

Prescription for Health

Understanding

Obesity

Nutritional Needs:


Understanding

Obesity

Nutritional Needs:


Understanding

Obesity

Nutritional Needs:


2:30 PM

10:30 PM

6:30 AM


Hospital Acquired

Infections

Protecting Yourself

in the Hospital

Staying Safe in the

Hospital

Hospital Acquired

Infections

Protecting Yourself

in the Hospital

Staying Safe in the

Hospital

Hospital Acquired

Infections

3:00 PM

11:00 PM

7:00 AM

Tests That Can Save

Your Life

Your Surgery: Before,

During and After

Tests That Can Save

Your Life


During and After

Tests That Can Save

Your Life


During and After

Tests That Can Save

Your Life

3:30 PM

11:30 PM

7:30 AM

Cancer Related

Fatigue

Cancer and NutritionCancer Related

Fatigue


Fatigue


Fatigue

Programs with the symbol have been reviewed by the American Heart Association’s scientific and medical review committee. The Patient Channel is working with AHA-ASA to improve health by supporting public education through

patient-focused programming. AHA’s role is as a non-profit source of health information and medical review. AHA’s participation does not constitute an endorsement, implied or otherwise, of the Patient Channel or its advertisers.

Turn to

channel:

26

View programs at www.patientchannelnow.com, use password 05195

1 of 2

303 Q416 05195

Cancer q Breast Cancer: New Reasons for Hope

q Cancer and Nutrition

q Cancer Related Fatigue

q Living with Cancer

q Living with Prostate Cancer

q Lung Cancer: Improving Survival

q Preventing Colon Cancer

Diabetes q Diabetes: Avoiding Complications

q Diabetes: Prevention

q Diabetes: Treatments

q Foot Inspection

q Giving Yourself Insulin

q How to Prepare for Your Diabetes Doctor Visit

q How to Use Your Insulin Pen

q Hypoglycemia

q Managing Your Diabetes

q Prediabetes and Proper Diet

q Prediabetes: An Overview

q Prediabetes: Increasing Activity

Health and Wellness q Caring for a Loved One

q Considering Other Choices

Healthy Agingq Advance Directives: Making Family Health Decisions

q Alzheimer’s Disease: Hope and Help

q Healthy Aging

q Men’s Health: Advice to Baby Boomers

q Osteoporosis: Strength for Life

q Women’s Health: Advice to Baby Boomers

Healthy Living q Alcohol & Drug Addiction

q Controlling Stomach Acid Reflux

q Managing Chronic Pain

q Nutritional Needs: Prescription for Health

q Physical Activity: Improving Your Health

q Stop Smoking Today

q Tests That Can Save Your Life

q Understanding Obesity: The Key to Effective Weight

Loss

Heart Health & Stroke

q About AFib q AFib Hospital Discharge

q After a Heart Attack: Preparing for Your First Doctor’s

Visit After Hospital Discharge

q Avoiding Hospital Readmissions: Heart Attack

q Avoiding Hospital Readmissions: Heart Failure

q Basic Facts About Atrial Fibrillation

q Controlling High Blood Pressure

q Deep Vein Thrombosis: Are you at Risk

q Healthy Living After a Heart Attack

q Heart Disease: Women at Risk

q Heart Failure: Beating the Odds

q Improving Your Cholesterol

q Irregular Heartbeats: Restoring the Rhythm

q Living With Heart Disease

q Managing AFib Medications

q Managing My AFib, a Patient’s Story

q Managing Stroke Risk with AFib

q Medications After a Heart Attack

q Medications that Help Prevent Blood Clots

q Stroke Care: Every Minute Counts

q Stroke Recovery

q Stroke: The Road to Recovery

q Taking Your Own Blood Pressure

q VTE Signs and Symptoms

q VTE Treatment

Hospital Safetyq Hospital Acquired Infections: What You Need to Know

q Patient Fall Prevention by North Kansas City Hospital

q Patient Safety: Protecting Yourself in the Hospital

q Put Your Hands Together

q Speak Up: Patient Safety & Advocacy

q Staying Safe in the Hospital

q Your Surgery: Before During and After

How Medications Work

q How Medications Work: Beta blocker

q How Medications Work: Cholesterol Absorption Inhibitor

q How Medications Work: Diabetes Drugs that Get Insulin

Up and Moving

q How Medications Work: Diuretic

q How Medications Work: Fat-Regulating Agent

q How Medications Work: Fibrate

Program Library & Checklist

View online at www.thepatientchannelnow.com

using Hospital Password: 05195

Assigned by ______________________________________ Date ____________

Received by ______________________________________ Date ____________

3


TIME MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

12:00 AM8:00 AM4:00 PM

12:30 AM 8:30 AM4:30 PM

1:00 AM9:00 AM5:00 PM

1:30 AM9:30 AM5:30 PM

2:00 AM10:00 AM

6:00 PM

2:30 AM10:30 AM

6:30 PM

3:00 AM11:00 AM

7:00 PM

3:30 AM11:30 AM

7:30 PM

4:00 AM12:00 PM

8:00 PM

4:30 AM12:30 PM

8:30 PM

5:00 AM1:00 PM9:00 PM

5:30 AM1:30 PM9:30 PM

6:00 AM2:00 PM

10:00 PM

6:30 AM2:30 PM

10:30 PM

7:00 AM3:00 PM

11:00 PM

7:30 AM3:30 PM

11:30 PM

TUNE TO

CHANNEL

95

Staying Safe in

the Hospital:

Patient Essentials

Stroke Care: Every

Minute Counts

Diabetes Treatments

Diabetes Treatments

Diabetes Treatments

Diabetes Treatments

Hospital-acquired

Infections: What

You Need to Know

Emphysema &

Chronic Bronchitis:

Coming Up for Air

Breast Cancer:

New Reasons

for Hope

Your Surgery:

Before, During

and After

Your Surgery:

Before, During

and After

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Advance Directives:

Making Family

Health Decisions

Heart Failure:

Beating the Odds

Men’s Health:

Advice to Baby

Boomers

Men’s Health:

Advice to Baby

Boomers

Men’s Health:

Advice to Baby

Boomers

Men’s Health:

Advice to Baby

BoomersWomen’s Health:

Advice to Baby

Boomers

Women’s Health:

Advice to Baby

Boomers

Women’s Health:

Advice to Baby

Boomers

Heart Failure:

Beating the Odds

Heart Failure:

Beating the Odds

Heart Failure:

Beating the Odds

Your Surgery:

Before, During

and After

Your Surgery:

Before, During

and After

Your Surgery:

Before, During

and After

Your Surgery:

Before, During

and After

Your Surgery:

Before, During

and After

Breast Cancer:

New Reasons

for Hope

Breast Cancer:

New Reasons

for Hope

Breast Cancer:

New Reasons

for Hope

Emphysema &

Chronic Bronchitis:

Coming Up for Air

Emphysema &

Chronic Bronchitis:

Coming Up for Air

Emphysema &

Chronic Bronchitis:

Coming Up for Air

Hospital-acquired

Infections: What

You Need to Know

Deep Vein Thrombosis: Are

You at Risk?

Managing Chronic

Pain

Managing Chronic

Pain

Managing Chronic

Pain

Depression:

Treatments that

Work

Depression:

Treatments that

Work

Depression:

Treatments that

Work


You at Risk?


You at Risk?

Hospital-acquired

Infections: What

You Need to Know

Hospital-acquired

Infections: What

You Need to Know

Hospital-acquired

Infections: What

You Need to Know

Hospital-acquired

Infections: What

You Need to Know

Hospital-acquired

Infections: What

You Need to Know

Stroke Care: Every

Minute Counts

Stroke Care: Every

Minute Counts

Stroke Care: Every

Minute Counts

Living withCancer

Preventing Flu &

Pneumonia

Taking Antibiotics

Properly

Taking Medications

Safely

Going Home on

Blood Thinners

Going Home on

Blood Thinners

Going Home on

Blood Thinners

Going Home on

Blood Thinners

Taking Medications

Safely

Healthy Living

After a Heart

Attack

Controlling Your

Cholesterol

Controlling Your

Cholesterol

Controlling Your

Cholesterol

Healthy Living

After a Heart

Attack

Healthy Living

After a Heart

Attack

Taking Medications

Safely

Taking Medications

Safely

Taking Medications

Safely

Taking Medications

Safely

Taking Medications

Safely

Stop Smoking

TodayStop Smoking

Today

Stop Smoking

Today

Stop Smoking

Today

Stop Smoking

TodayStop Smoking

Today

Stop Smoking

Today

Taking Antibiotics

Properly

Taking Antibiotics

Properly

Taking Antibiotics

Properly

Taking Antibiotics

Properly

Taking Antibiotics

Properly

Taking Antibiotics

Properly

Preventing Flu &

PneumoniaPreventing Flu &

Pneumonia

Preventing Flu &




Pneumonia

Living withCancer

Living withCancer

Living withCancer

Managing Your

Diabetes

Managing Your

Diabetes

Managing Your

Diabetes

Staying Safe in

the Hospital:

Patient Essentials

Staying Safe in

the Hospital:

Patient Essentials

Staying Safe in

the Hospital:

Patient Essentials

Staying Safe in

the Hospital:

Patient Essentials

Staying Safe in

the Hospital:

Patient Essentials

Staying Safe in

the Hospital:

Patient Essentials

Heart Disease:

Women at Risk

Heart Disease:

Women at Risk

Heart Disease:

Women at Risk

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WILLIS-KNIGHTON HEALTH SYSTEM

AND THE PATIENT CHANNELTurn to

Channel:

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Keeping Your Baby Healthy7:30 a.m. • 11:30 a.m. • 3:30 p.m.7:30 p.m. • 11:30 p.m. • 3:30 a.m.

• Jaundice and Your Newborn ............ 4:00 min.• A Life in Your Hands: Preventing Shaken Baby Syndrome ................. 12:21 min.• Car Seat Safety ................................ 8:00 min.

Understanding Your Baby7:00 a.m. • 11:00 a.m. • 3:00 p.m.7:00 p.m. • 11:00 p.m. • 3:00 a.m.

• Sweet Dreams ................................. 6:00 min.• What Baby Hears ............................. 4:14 min.• Dad's Role with Baby ..................... 10:00 min.

Breastfeeding8:00 a.m. • 12:00 a.m. • 4:00 p.m.8:00 p.m. • 12:00 p.m. • 4:00 a.m.

A Mother’s Gift: (Total: 22:30 min.) • Benefits for Mom and Baby • Getting Started Breastfeeding • Tips for Successful Breastfeeding • Breastfeeding Solutions for Working Moms

Healthy Mother9:30 a.m. • 1:30 p.m. • 5:30 p.m.9:30 p.m. • 1:30 a.m. • 5:30 a.m.

• Safe Sleep ....................................... 6:18 min.• Coping With the Baby Blues ............. 4:30 min.• Down There Care ............................. 8:30 min.

Newborn Care8:30 a.m. • 12:30 p.m. • 4:30 p.m.8:30 p.m. • 12:30 a.m. • 4:30 a.m.

Newborn Care: (Total: 20:36 min.) • Newborn Care: Overview • Newborn Care: Breast Pumping • Newborn Care: Bathing/Diapering • Newborn Care: Crying BabyThe First Few Days9:00 a.m. • 1:00 p.m. • 5:00 p.m.9:00 p.m. • 1:00 a.m. • 5:00 a.m.

• Infant Feedings ................................ 3:37 min.• Circumcision: The Basics ............... 10:00 min.• Newborn Screening: Saving Babies' Lives One Foot at a Time ..... 4:30 min.• Safe Sleep for Babies ....................... 4:27 min.

Delivery and Postpartum6:00 a.m. • 10:00 a.m. • 2:00 p.m.6:00 p.m. • 10:00 p.m. • 2:00 a.m.

• Postpartum Depression .................. 11:59 min.• Recovery from Cesarean Birth .......... 9:45 min.

What Parents Need to Know 6:30 a.m. • 10:30 a.m. • 2:30 p.m.6:30 p.m. • 10:30 p.m. • 2:30 a.m.

• Back In Shape ................................. 7:19 min.• Special Care for Your Preemie ........ 10:00 min.• When a New Baby Comes Home ..... 4:30 min.

Effective October 1, 2012Television programming on baby care and postpartum topics available in your room, 24 hours a day.

Program Guide

16

The following healthcare facilities serve unique patient populations and fulfill distinct missions within their communities. Each has opted to engage a customized approach to education.

While there are some differences in how they’ve customized content or promoted the availability of their education channels, you'll see important commonalities in how that customization benefits both patients and staff.

CHAPTER 8: CASE STUDIES

• A customized programming schedule gives patients educational content when and where they’re most receptive…and to a degree that busy clinicians do not always have time to accomplish.

• Clinical staff is able to reinforce education messages instead of starting from scratch, gaining more time for direct patient care.

• Programming that prepares patients for post-discharge recovery and lifestyle modifications ultimately reduces the financial impact of readmissions.

• Education customization and improved relevancy will increase overall patient satisfaction with their experience.

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engagewith customization

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A strong commitment to the power of education is one of the core principles behind Willis-Knighton’s creation of WKTV, an internal patient education channel broadcast directly into patient rooms and waiting areas throughout all five facilities in their health system.

Willis-Knighton opted for a customized approach and created Willis Knighton TV. WKTV is a branded channel specific to their offerings and patient population needs. It ensures they connect with and communicate to patients clearly, often and consistently with customized messaging, such as:

• Instructions for patients requiring a pain pump

• Support for patients recovering from surgery

CHAPTER 8

• Reinforcement of cardiac rehabilitation programs

• Use of actual staff clinicians as on-air talent to drive patient familiarity and confidence

• Drive awareness of “Condition H”, and instruct patients what to do if they feel they’re not receiving the level of care expected

• Custom 48-hour program rotation based on average 2-3 day length of stay to ensure the majority of patients can view programs considered to be most important

• External access to educational programs via the system’s website

CASE STUDY 1: Willis-Knighton Health System – Shreveport, LA

Creating a custom TV network with locally produced programs to improve patient education

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CHAPTER 8 Case Study 1: Willis-Knighton Health System – Shreveport, LA

According to Darrell Rebouche, visual arts cooordinator in the Marketing Department, WKTV, Willis-Knighton’s customized education solution, seamlessly integrates locally produced programming with content from The Wellness Network library to:

• Reduce hospital-acquired infections

• Increase patient safety

• Improve patient satisfaction

The end result directly ties to one of their core education values:

A better-educated patient is a more engaged patient, and that may lead to a quicker recovery, reduced length of stay and higher patient satisfaction.

TIME MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

12:00 AM8:00 AM4:00 PM

12:30 AM 8:30 AM4:30 PM

1:00 AM9:00 AM5:00 PM

1:30 AM9:30 AM5:30 PM

2:00 AM10:00 AM6:00 PM

2:30 AM10:30 AM6:30 PM

3:00 AM11:00 AM7:00 PM

3:30 AM11:30 AM7:30 PM

4:00 AM12:00 PM

8:00 PM

4:30 AM12:30 PM

8:30 PM

5:00 AM1:00 PM9:00 PM

5:30 AM1:30 PM9:30 PM

6:00 AM2:00 PM

10:00 PM

6:30 AM2:30 PM

10:30 PM

7:00 AM3:00 PM

11:00 PM

7:30 AM3:30 PM

11:30 PM

TUNE TO CHANNEL

95

Staying Safe in the Hospital: Patient Essentials

Stroke Care: Every Minute Counts

Diabetes Treatments

Diabetes Treatments

Diabetes Treatments

Diabetes Treatments

Hospital-acquired Infections: What You Need to Know

Emphysema & Chronic Bronchitis: Coming Up for Air

Breast Cancer: New Reasons for Hope










Heart Failure: Beating the Odds

Men’s Health: Advice to Baby Boomers




Women’s Health: Advice to Baby Boomers



















Managing Chronic Pain



Depression: Treatments that Work













Living withCancer

Preventing Flu & Pneumonia








Healthy Living After a Heart Attack

Controlling Your Cholesterol










Stop Smoking Today

Stop Smoking Today

Stop Smoking Today

Stop Smoking Today

Stop Smoking Today

Stop Smoking Today

Stop Smoking Today













Living withCancer

Living withCancer

Living withCancer

Managing YourDiabetes









Heart Disease: Women at Risk



Visit Us Online at WKHS.COM/WKTV

A SERVICE OF

WILLIS-KNIGHTON HEALTH SYSTEM AND THE PATIENT CHANNEL

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As the first hospital in Missouri recognized by J.D. Powers and Associates’ Distinguished Hospital Program for “Outstanding Patient Experience” in maternity care, Mercy Hospital uses the Mercy Kids Newborn Channel to drive both strategic corporate initiatives and patient education goals.

According to Parth Zaveri, business development officer, growing use of the Mercy Kids Newborn Channel for brand development and marketing initiatives is helping Mercy succeed in increasing awareness and utilization of hospital services and tools intended to enhance patient care and improve the patient experience.

Turn to Channel:

25

Keeping Your Baby Healthy7:30 a.m. • 11:30 a.m. • 3:30 p.m.7:30 p.m. • 11:30 p.m. • 3:30 a.m.

• Jaundice and Your Newborn ............ 4:00 min.

• A Life in Your Hands: Preventing Shaken Baby Syndrome ................. 12:21 min.

• Car Seat Safety ................................ 8:00 min.

Understanding Your Baby7:00 a.m. • 11:00 a.m. • 3:00 p.m.7:00 p.m. • 11:00 p.m. • 3:00 a.m.

• Sweet Dreams ................................. 6:00 min.

• What Baby Hears ............................. 4:14 min.

• Dad's Role with Baby ..................... 10:00 min.

Breastfeeding8:00 a.m. • 12:00 a.m. • 4:00 p.m.8:00 p.m. • 12:00 p.m. • 4:00 a.m.

A Mother’s Gift: (Total: 22:30 min.)

• Benefits for Mom and Baby

• Getting Started Breastfeeding

• Tips for Successful Breastfeeding

• Breastfeeding Solutions for Working Moms

Healthy Mother9:30 a.m. • 1:30 p.m. • 5:30 p.m.9:30 p.m. • 1:30 a.m. • 5:30 a.m.

• Safe Sleep ....................................... 6:18 min.

• Coping With the Baby Blues ............. 4:30 min.

• Down There Care ............................. 8:30 min.

Newborn Care8:30 a.m. • 12:30 p.m. • 4:30 p.m.8:30 p.m. • 12:30 a.m. • 4:30 a.m.

Newborn Care: (Total: 20:36 min.)

• Newborn Care: Overview

• Newborn Care: Breast Pumping

• Newborn Care: Bathing/Diapering

• Newborn Care: Crying Baby

The First Few Days9:00 a.m. • 1:00 p.m. • 5:00 p.m.9:00 p.m. • 1:00 a.m. • 5:00 a.m.

• Infant Feedings ................................ 3:37 min.

• Circumcision: The Basics ............... 10:00 min.

• Newborn Screening: Saving Babies' Lives One Foot at a Time ..... 4:30 min.

• Safe Sleep for Babies ....................... 4:27 min.

Delivery and Postpartum6:00 a.m. • 10:00 a.m. • 2:00 p.m.6:00 p.m. • 10:00 p.m. • 2:00 a.m.

• Postpartum Depression .................. 11:59 min.

• Recovery from Cesarean Birth .......... 9:45 min.

What Parents Need to Know 6:30 a.m. • 10:30 a.m. • 2:30 p.m.6:30 p.m. • 10:30 p.m. • 2:30 a.m.

• Back In Shape ................................. 7:19 min.

• Special Care for Your Preemie ........ 10:00 min.

• When a New Baby Comes Home ..... 4:30 min.

Effective October 1, 2012

Television programming on baby care and postpartum topics available in your room, 24 hours a day.

Program Guide

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CHAPTER 8

CASE STUDY 2: Mercy Hospital – St. Louis, MO

Improving the patient experience in maternity care

20

CHAPTER 8 Case Study 2: Mercy Hospital- St Louis, MO

• Expansion of channel availability to all hospital and clinic locations in the system with labor and delivery departments or maternity care, and shortly thereafter for the entire community on their website

• Using expansion of the Newborn Channel to additional locations and online as reason to email patients with that news, plus additional maternity education & classes offered

• New website landing page for soon-to-be moms with links to relevant programs

• Promotion of awards, certifications, announcements, patient reminders (i.e. flu shots), and other available classes/education

Mercy will soon begin to assess the results of these initiatives on patient satisfaction by including education-related questions on their post-discharge patient surveys.

• Airing a customized loop with selected video and local “commercials” (same as commercials run on local TV stations)

• Integrated branding on channel guides and updated marketing tools, including brochures and emails

• Enabling doctors to electronically assign and order programs for patients

Mercy Kids customized their approach by:

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Act now to

CUSTOMIZEyour patient education.

PROMOTE awareness and increase utilization.

EXPLORE our award-winning library of over 450 programs and interstitials plus create

your own programming schedule to improve your reach and better meet your education goals.

REACH patients across their entire healthcare journey

to improve outcomes and satisfaction.

To learn more about putting the power of improved patient engagement and satisfaction at your staff and patients’ fingertips,

call 1-888-219-4678 or email us today at [email protected]. 20

TheWellnessNetwork.net

mailto:info%40thewellnessnetwork.net?subject=I%27d%20Like%20to%20Learn%20More%20About%20The%20Wellness%20Network

http://thewellnessnetwork.net

the overlooked opportunity to supercharge...providers must improve their education and engagement...

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