Archive for the ‘Patient Satisfaction’ Category

Infographic: Are You Investing in the Right Patient Experience Technology?

October 11th, 2019 by Melanie Matthews

For digitally-connected healthcare to have transformative effects, patient-provider IT solution alignment is essential. This is especially true as changing payment models make the patient experience even more important, according to a new infographic by Spectrum Enterprise.

The infographic examines which technology solutions health system leaders said are extremely/very important to prioritize when seeking to enhance the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Care Transitions and Partnerships in Value-Based Care

September 9th, 2019 by Melanie Matthews

Strong payer-provider partnerships and a focus on care transitions creates a positive impact on patient experience and outcomes, according to a new infographic by naviHealth, Inc.

The infographic examines why healthcare organizations should focus on care transitions and how organizations are partnering to improve post-acute outcomes.

The Science of Successful Care Transition Management: Leveraging Home Visits to Improve Readmissions and ROI A care transitions management program operated by Sun Health since 2011 has significantly reduced hospital readmissions for nearly 12,000 Medicare patients, resulting in $14.8 million in savings to the Medicare program. Using home visits as a core strategy, the Sun Health Care Transitions program was a top performer in CMS’s recently concluded Community-Based Care Transitions (CBCT) demonstration project, which was launched in 2012 to explore new solutions for reducing hospital readmissions, improving quality and achieving measurable savings for Medicare.

The Science of Successful Care Transition Management: Leveraging Home Visits to Improve Readmissions and ROI explores the critical five pillars of the Arizona non-profit’s leading care transitions management initiative, adapted from the Coleman Care Transitions Intervention®.

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Infographic: Healthcare Service Recovery 101

August 9th, 2019 by Melanie Matthews

Leading hospitals and health systems are practicing service recovery, stepping in when customers and their family members have questions about their care, listening to their concerns when expectations fall short and rectifying issues, whenever possible. This new approach can help traditional providers remain viable in an era of increased competition, according to a new infographic by Quality Reviews, Inc.

The infographic examines why service recovery is so critical in the changing healthcare landscape.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical OutcomesAs healthcare moves out of the brick-and-mortar traditional setting into patients’ homes and their workplaces, and becomes much more proactive, the University of Pittsburgh Medical Center (UPMC) has been expanding its remote patient monitoring program. The remote patient monitoring program at UPMC has its roots in the heart failure program but has since expanded to additional disease states across the integrated delivery system’s continuum of care.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical Outcomes delves into the evolution of UPMC’s remote patient monitoring program from its initial focus on heart failure to how the program was scaled vertically and horizontally. Click here for more information.

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Infographic: 10 Facts About Healthcare Interpretation and Patient Safety

July 10th, 2019 by Melanie Matthews

The use of professional medical interpreters positively impacts patient care, according to a new infographic by Telelanguage Inc.

The infographic examines the importance of telephonic interpretation in healthcare.

Telephonic and Community-Based Care Coordination Model: An Early Engagement Approach for Medicaid Managed CareWhen the Wisconsin Medicaid managed care program was expanded to include members who had traditionally opted out of the program, the HMOs that were going to serve these members had to optimize their member engagement strategies. Independent Care Plan (iCare), one of the HMOs selected as a Medicaid plan, identified early member engagement after enrollment as a key to success for the program.

Telephonic and Community-Based Care Coordination Model: An Early Engagement Approach for Medicaid Managed Care outlines how iCare has structured its care coordination team, including both telephonic and boots on the ground staff to find, engage and assess Medicaid members.

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Infographic: The Patient-Physician Relationship is More Important Than Ever Before

June 14th, 2019 by Melanie Matthews

To ensure long-term, sustainable growth, health systems must prioritize building patient loyalty, according to a new infographic by CipherHealth.

The infographic shows how systems can improve outcomes and keep patients in-network by using outreach to drive consistent, timely, and meaningful interactions with the providers patients know and trust—their physicians.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: 7 Ways Patient Intake Drives Success for Health Systems

April 24th, 2019 by Melanie Matthews

Patient intake management can help healthcare organizations improve efficiency and enhance clinical care, according to a new infographic by Phreesia.

The infographic provides seven ways that a comprehensive patient intake strategy can help drive health system success.

Profiting from Population Health Management: Applying Analytics in Accountable CareAs ACA reforms continue to impact healthcare, population health management (PHM) is fast becoming the new buzzword for the management, integration and measurement of all interventions across the health continuum, from the healthiest populations to those with catastrophic illnesses. Rooted in the IHI’s Triple Aim, PHM dives deep into health analytics to reduce risk and associated health spend and provide a strong foundation for accountable care in a value-based system.

Profiting from Population Health Management: Applying Analytics in Accountable Care provides both a primer in PHM, identifying the challenges and opportunities of a robust population health management program, and an advanced case study in the use of analytics in PHM.

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Infographic: Mining Revenue Cycle Management to Optimize for the Gold Standard

April 15th, 2019 by Melanie Matthews

In a value-based market, accurate and streamlined medical billing processes are key to delivering gold-standard patient experiences. Through effective revenue cycle management tools and worklists, hospitals can increase the likelihood of precise timely payments while improving patient satisfaction, according to a new infographic by MEDHOST.

The infographic examines how hospitals can build more efficiency into their revenue cycle management steps and processes, empower staff to reduce billing errors, and set patients up for financial success.

Profiting from Population Health Revenue in an ACO: Framework for Medicare Shared Savings and MIPS SuccessA laser focus on population health interventions and processes can generate immediate revenue streams for fledgling accountable care organizations that support the hard work of creating a sustainable ACO business model. This population health priority has proven a lucrative strategy for Caravan Health, whose 23 ACO clients saved more than $26 million across approximately 250,000 covered lives in 2016 under the Medicare Shared Savings Program (MSSP).

Profiting from Population Health Revenue in an ACO: Framework for Medicare Shared Savings and MIPS Success examines Caravan Health’s population health-focused approach for ACOs and its potential for positioning ACOs for success under MSSP and MACRA’s Merit-based Incentive Payment System (MIPS).

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Infographic: UW Medicine Healthcare Equity

March 15th, 2019 by Melanie Matthews

UW Medicine Healthcare has launched a number of initiatives to further its organizational goal of providing high-quality, culturally appropriate healthcare, regardless of age, race, ethnicity, gender, sexual orientation, religion or ability, according to a new infographic by UW Medicine.

The infographic examines UW Medicine’s programs supporting these goals.

When the prestigious Memorial Sloan Kettering Cancer Center (MSKCC) began to face tougher competition from hospitals with managed care contracts and limited networks, the state-of-the-art specialty hospital decided to implement a team-based care coordination approach to attract and retain healthcare payors focused on value-based care.

Integrated Case Management: Elevating Quality and Clinical Metrics with Multidisciplinary Team-Based Care details the framework and implementation of the service-based multidisciplinary program MSKCC adopted to demonstrate that the care it provides to more than 25,000 admitted patients each year is both cost-effective and cost-efficient.

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Guest Post: Americans Say Healthcare Isn’t the Consumer Experience Leader It Needs to Be

March 14th, 2019 by Nate Brogan

Healthcare consumer experiences are falling short of patients’ expectations, according to a West survey. West surveyed 1,036 adults and 317 healthcare providers in the United States to learn how Americans feel their healthcare experiences stack up against other consumer experiences. The survey revealed that, although patients want healthcare experiences to outshine other consumer experiences, 72 percent of patients feel healthcare is falling behind other industries in terms of delivering exceptional experiences. The solution? Patients suggest better communication is needed for healthcare to live up to consumer experience expectations.

More than half (56 percent) of providers agree that healthcare may be trailing other industries when it comes to delivering meaningful consumer experiences, the West survey revealed. Also, around one in three Americans believe healthcare organizations are not as focused on customer experiences as grocery stores (30 percent), travel companies (30 percent) and financial services companies (29 percent).

Lagging Healthcare Experiences

Patients who feel healthcare organizations need to raise the bar when it comes to delivering customer experiences point to billing and wait times as two of the areas where improved communication could make healthcare experiences better. Around one in three patients say healthcare bills are more confusing than other bills (30 percent) and doctors run late for appointments more frequently than service providers from other industries (35 percent). Both of those, patients say, detract from the overall healthcare consumer experience.

Transforming healthcare experiences—at least in regard to billing and wait times—may be as easy as making some simple communication adjustments. It doesn’t take much in terms of time or resources to send patients a text or email that notifies them when a doctor is running behind schedule. Most healthcare organizations already use patient engagement technology that enables teams to send patients automated messages to remind them about upcoming appointments. That same technology can be used to send other types of messages to patients—like a message to clarify a bill, for example.

Here is a closer look at two communication upgrades healthcare teams can make to deliver better experiences for patients:

Actively and clearly communicate about financial responsibilities.

Most patients agree that interpreting and paying medical bills is confusing. The financial stress of having to pay medical bills can be heavy enough. But add to it the confusion of trying to determine what amount is actually owed, what is covered by insurance, what services are included in billed costs, and the process of paying medical bills can become overwhelming. A majority of healthcare providers (61 percent) admit that they believe healthcare bills are more confusing than other bills. Unfortunately, healthcare’s lack of cost transparency and complicated billing can cause patients to feel negatively about their healthcare experiences. But some of that frustration can easily be avoided.

Sending messages to communicate about costs and payments can eliminate stress caused by medical bills and improve overall healthcare experiences for patients. Healthcare teams that use patient engagement technology to send appointment reminders can adapt their messages and use their existing technology to communicate about a variety of financial topics. This might mean sending patients messages following appointments to let them know when to expect a bill, what services will be included on their bill and what payment options are available to them. It could also mean following up with a message after a bill has been sent, to explain and clarify what costs are covered by insurance. According to West’s survey findings, only 15 percent of providers routinely send these types of messages. Making this type of increased communication a standard part of the billing process allows patients to better budget for healthcare expenses, and it lessens confusion and frustration—in other words, a big patient experience improvement.

Notify patients when there are delays or changes to scheduled appointments.

Another time when patients want increased communication is when doctors are running late. More than eight in ten patients (83 percent) think healthcare organizations are more likely than other companies to run behind schedule or keep them waiting. Because patients typically don’t find out about delays until after they arrive for an appointment, this causes a lot of waiting. Many providers don’t recognize quite how much of a problem waiting is, or that delays are a major frustration for patients. Less than half of providers (42 percent) think healthcare professionals actually run late more frequently than service providers in other industries. This explains why less than half (49 percent) of healthcare providers say that their patients receive notifications (text messages, voice calls or emails) when there are delays that impact their healthcare appointments.

It is unlikely that delays could be completely eliminated or that providers could maintain an on-time schedule 100 percent of the time. However, healthcare teams can certainly reduce waiting by leveraging their appointment reminder technology to communicate with patients when there are delays. Other industries send similar messages to alert consumers of delays. For example, airlines send messages to notify fliers of delayed and cancelled flights. By doing this, it allows consumers to adjust their arrival time and it helps minimize frustration. When healthcare teams send these types of communications to patients, they can show patients their time is valued and help them feel better about their healthcare experiences.

Patients hold healthcare to high standards; they want healthcare experiences to outshine other consumer experiences. Taking advantage of opportunities to use technology-enabled communications to better communicate with patients is an effective way to deliver better patient experiences. And doing so can help healthcare become the consumer experience leader patients expect it to be.

Nate Brogan

Nate Brogan

About the Author: Nate Brogan is an advocate for utilizing technology-enabled communications to engage and activate patients beyond the clinical setting, promoting the idea that engaging with patients between healthcare appointments in meaningful ways will encourage and inspire them to follow and embrace treatment plans—and that activating these positive behaviors ultimately leads to better outcomes for both healthcare organizations and patients. Brogan currently serves as President of Notification Services at West (www.west.com), where the healthcare mission is to help organizations harness communications to expand the boundaries of where, when, and how healthcare is delivered.

Infographic: Improving Care Quality with Patient Engagement

January 21st, 2019 by Melanie Matthews

Healthcare leaders should strategically distribute work among different care team members to enrich the end-to-end care experience of patients, according to a new infographic by Innovaccer.

The infographic examines patient engagement trends and the impact of patient engagement on care quality.

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost PopulationsPatient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate. But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

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