Posts Tagged ‘patient experience’

Data Analytics, SDOH Screenings Flag Disengaged and 12 More Patient Engagement Trends

October 5th, 2017 by Patricia Donovan

More than 70 percent of healthcare organizations have created formal patient engagement initiatives, according to 2017 benchmarks from the Healthcare Intelligence Network.


To identify individuals that are poorly engaged in their health, nearly two-thirds (63 percent) of healthcare organizations mine clinical data analytics, according to the 2017 Patient Engagement Survey by the Healthcare Intelligence Network, while 37 percent screen patients for social determinants of health related to housing, care access, transportation, nutrition and finances.

Patients who screen positive for social determinants of health (SDOH) and individuals with diabetes are typically the most difficult populations to engage, according to 2017 survey benchmarks.

Thirty-five percent of respondents to the September 2017 survey said the presence of SDOHs, which the World Health Organization defines as “conditions in which people are born, grow, live, work and age,” pose the greatest challenge to health engagement, while 26 percent said a diabetes diagnosis presents the top clinical challenge to engagement interventions.

One-quarter report some resolution of SDOH factors resulting from engagement efforts.

To improve engagement, 75 percent of respondents rely on education of patients, family and caregivers, supported with telephonic outreach (13 percent) and home visits (13 percent).

Efforts by 71 percent of respondents to create a formal patient engagement program underscore the critical role of engagement in healthcare’s value-based care and reimbursement models, particularly in regards to chronic illness.

In other survey findings:

  • Patient experience rankings are the most reliable measure of engagement program success, say 43 percent.
  • For one quarter of respondents, patient engagement is the primary domain of case managers.
  • Eighty-three percent saw quality metrics improve as a result of patient engagement efforts.
  • Half attributed a drop in hospital emergency room visits to their patient engagement interventions.

Download an executive summary of the 2017 Patient Engagement Survey.

Infographic: Patients Want a Better Healthcare Experience

September 1st, 2017 by Melanie Matthews

Patients are demanding more from their healthcare experience, according to a new infographic by MM&M. Technology can help solve these demands, but providers will likely have to make changes to the way they practice medicine to improve patient satisfaction.

The infographic lists the top five things patients say improves their satisfaction with healthcare providers and provides insight into the healthcare consumer mindset.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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: How Engaged Healthcare Employees Cultivate a Positive Patient Experience

August 14th, 2017 by Melanie Matthews

Excellent clinical care is only one part of a great patient experience, especially considering the limited amount of time doctors spend with patients. All staff members with whom patients come into contact must be aligned in their commitment to patients’ comfort, care, and peace of mind. By establishing core values and standards of behavior and recognizing those who embody them, hospital administrators can positively affect all patient touchpoints within their facility, according to a new infographic by WorkStride.

The infographic examines the characteristics of an engaged healthcare employee and what healthcare organizations can do to increase patient satisfaction within their organization.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

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Service Action Teams Turn Front-Line Staff into Patient Experience Ambassadors

August 8th, 2017 by Patricia Donovan
Patient Experience

Increasingly, patient satisfaction scores figure into payors’ healthcare reimbursement formulas.

UnityPoint Health is so invested in the concept of patient experience that it charges each member of its organization, whether healthcare provider or not, with a set of basic behaviors designed to improve it.

These four foundational behaviors, rooted in courtesy and common sense, drive the manner in which patients, families and visitors are greeted and assisted at all times.

“We know there are dozens of initiatives and tactics that can be used to help improve patient experience,” said Paige Moore, director of patient experience at UnityPoint Health-Des Moines, “But the four we chose were driven by patient and visitor comments and feedback.”

Ms. Moore shared these behaviors, as well as an inside look at her organization’s patient experience improvement plan, during Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a July 2017 webinar now available in on-demand and training formats.

Having established this system-wide coda for all employees, UnityPoint Health next looked at further enlisting its frontline staff in efforts to improve the patient experience. To do so, it created a set of seven service action teams, with two more in the works.

Each service action team is composed of at least 50 percent of that department’s frontline staff, rounded out by an executive sponsor and team lead.

“We want all of our team members to be actively engaged in the projects, to take responsibility for them, to be ambassadors and patient experience champions throughout the organization,” explained Ms. Moore.

Each team reviews results from HCAHPS® and Press Ganey® patient experience surveys to identify department priorities, such as nurses’ narration of care, physicians’ use of clear language, or discharge or transfer processes.

UnityPoint Health launched its first service action team in 2014 for outpatient services. “This was our largest volume for surveys and it also had some of our lowest patient experience performance. We really wanted to get in and see what could we do to make the biggest impact on the highest number of our patients.”

Once that team developed some tactics to improve patient privacy concerns, wait times and registration processes, it saw improvements in those areas.

During the program, Ms. Moore outlined priorities and shared results from each service action team.

Importantly, there are two support service action teams: a measurements team to educate employees on the relevance of patient experience scores and their role in them, and a communications team to convey information on patient experience activities throughout UnityPoint Health. The health system also recently launched an “Excellence in Patient Experience” awards program.

And rounding out the program is the placement of patient experience directors like Ms. Moore throughout the organization, each supported by a physician champion.

Physician education in patient experience is ongoing, she added, whether during rounds or mandatory one-on-one shadowing and coaching for patient experience for all new hires.

Listen to an interview with Paige Moore on UnityPointHealth’s four foundational behaviors.

Infographic: What Is the ROI of RTLS in Healthcare?

August 7th, 2017 by Melanie Matthews

The demand for improved healthcare efficiency continues to grow as the healthcare industry moves toward value-based payment models, according to a new infographic by Locatible.

The infographic examines how real time location systems (RTLS) can improve healthcare facility efficiency.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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: A 10-Point Checklist for Centralized Patient Access Success

August 2nd, 2017 by Melanie Matthews

One way hospitals can gain a competitive advantage and attract more patients in today’s competitive healthcare industry is through centralized patient access, according to a new infographic by SCI Solutions, Inc.

The infographic provides a 10-point checklist for centralized patient access success.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Is Your Poor Patient Experience Breaking the Bank?

July 3rd, 2017 by Melanie Matthews

Patients who receive a poor experience with a particular organization are increasingly likely to take their healthcare needs—and the revenue associated with them— to a competing facility, according to Stericycle Communications Solutions.

The infographic examines the costs associated with patient leakage and common causes of patient dissatisfaction.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th at 1:30 pm Eastern, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, will share 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.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Why Centralized Patient Access Matters for an Ideal Patient Experience

June 9th, 2017 by Melanie Matthews

As patients become more accustomed to taking care of so many things online, it’s more important than ever to provide a convenient patient access experience for patients, according to a new infographic by SCI Solutions, Inc.

The infographic highlights the five stages of frustration patients experience and the five stages of satisfaction they experience when patient access is centralized. The infographic also examines how centralized patient access impacts providers.

Patient-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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Infographic: The ROI of Telemedicine Programs

March 31st, 2017 by Melanie Matthews

A key factor for healthcare organizations evaluating telemedicine initiatives is a proven return on investment, according to a new infographic by Chiron Health.

The infographic examines the four steps needed to ensure improved patient experience, increased revenue, and a positive ROI from telemedicine.

Real-time remote management of high-risk populations curbed hospitalizations, hospital readmissions and ER visits for more than 80 percent of respondents and boosted self-management levels for nearly all remotely monitored patients, according to 2014 market data from the Healthcare Intelligence Network (HIN).

Remote Monitoring of High-Risk Patients: Telehealth Protocols for Chronic Care Management profiles a successful eight-year initiative by New York City Health and Hospitals Corporation’s (NYCHHC) House Calls Telehealth Program that significantly lowered patients’ A1C blood glucose levels.

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Infographic: Patient Wait Time Trends

March 27th, 2017 by Melanie Matthews

Patients are spending less time waiting to see a doctor compared to six years ago, according to a new infographic by Vitals.

The infographic examines what has lead to decreased wait times, the effect of wait times on physician ratings and cities with the shortest and longest wait times.

Patient-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.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.