Posts Tagged ‘patient experience’

Infographic: Automated Machine Learning in Healthcare

February 11th, 2019 by Melanie Matthews

Healthcare organizations are increasingly adopting artificial intelligence (AI) to improve the patient experience, along with business outcomes, according to a new infographic by DataRobot, Inc.

The infographic shows common use cases for AI implemented by medical and research facilities to: improve service quality, reduce costs and improve patient outcomes.

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: Consumer Expectations Define Today’s Patient Journey

January 16th, 2019 by Melanie Matthews

The modern patient’s healthcare journey is made up of seven distinct phases, according to a new infographic by Stericycle Communication Solutions.

The infographic dives into how to capitalize on opportunities to enhance engagement throughout each phase—and to avoid the very real risks that could damage 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: Telehealth’s Big Impact on the Patient Experience

January 14th, 2019 by Melanie Matthews

The growth of telehealth is being driven by younger consumers who bring heightened expectations for technology solutions to the patient experience, according to a new infographic by Spectrum Enterprise.

The infographic looks at what’s driving telehealth expectations, challenges in deploying telehealth and how changing policies on telehealth reimbursement may help remove barriers to its growth.

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: 5 Strategies To Encourage Positive Online Physician Ratings

October 26th, 2018 by Melanie Matthews

Patients are starting to rely on physician reviews to help them select a physician and recent developments suggest that these reviews may one day affect physician availability in payer networks, according to a new infographic by NORCAL Group.

The infographic describes the nature of these reviews and offers strategies for encouraging positive ones to help physician practices maintain a positive online reputation.

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: Unlocking the New Patient Engagement Experience

October 12th, 2018 by Melanie Matthews

The digital age is no longer about just the product—it’s equally about the customer experience, according to a new infographic by Publicis Health.

The infographic explores the shift occurring in the healthcare space to a new outcome-based economy that is powered by an increasingly digital and data-driven 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: Four Challenges in Modern Healthcare

October 8th, 2018 by Melanie Matthews

Healthcare is a central part of modern society and its world is changing like never before, from how care is delivered to how research is gathered and how it’s all financed, according to a new infographic by IBM.

The infographic presents the four biggest challenges healthcare is facing and how technology can help move the industry forward.

The accountable care organization, or ACO, has become a cornerstone of healthcare delivery system and payment reform by raising the bar on healthcare quality and reducing unnecessary costs. There are now more than 700 ACOs in existence today, by a 2017 SK&A estimate.

2017 Healthcare Benchmarks: Accountable Care Organizations, HIN’s fourth compendium of metrics on ACOs, captures ACO operation in today’s value- and quality-focused healthcare environment. This 50-page report, now in its fourth edition, delivers actionable data from healthcare companies who completed HIN’s fourth comprehensive ACO assessment in May 2017.

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Infographic: 6 Ways to Keep Patients Coming Back

September 17th, 2018 by Melanie Matthews

Normal attrition rates for physician practices range between 10 percent and 30 percent, according to a new infographic by Solutionreach, Inc.

The infographic looks at why patients leave practices and strategies to overcome patient attrition.

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.

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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Guest Post: Why Healthcare Marketers Should Care about the Patient Financial Experience

August 9th, 2018 by Will Reilly

In most cases, health system marketing is focused on dynamic content on healthcare organizations’ latest clinical advancements, philanthropic efforts, wellness management and relationship-building efforts within the communities they serve. It’s also understanding patients and their motivations, using consumer research and analysis, focus groups, surveys and other tools.

Healthcare marketing does not often include the healthcare billing experience, which is understandable. Frank discussions about finances remain a taboo in our society. The rising costs of healthcare—and the increasingly large percentage of that cost carried by the patient—makes this a delicate subject for even the most talented marketing team.

Yet, patient financing is a core pillar of a health system’s ability to deliver a positive experience to consumers and capture their loyalty.

According to HIMSS, “patient financial touch points…may exceed the number of clinical touch points,” yet its specific impact on the patient’s perception of the health system is rarely measured beyond common—and often incomplete—metrics like point-of-service collection rates, call abandonment rates and registration wait times.

Even HCAHPS, the national standardized survey that ties performance results to reimbursement, does not capture a patients’ financial experience, even though that experience can negatively impact a health system’s scores.

Healthcare’s Financial Quagmire

Imagine a state-of-the-art health system. The clinical care is second to none. The staff is highly professional and empathetic. The amenities and design details ensure a comfortable and reassuring stay.

Then the bills come. Sometimes sooner, sometimes later. Some come by e-mail, others by the post office. Some contradict each other, some are wholly unexpected and some are just plain wrong. According to a 2017 report from the Center of Healthcare Quality & Payment Reform, 70 percent of patients find their medical bills confusing.

Strong, trusted relationships between provider and consumer have been nurtured over generations, but they are being eroded one faceless statement at a time by what has become a significant “kitchen table” issue across almost all consumer demographic groups across the country: how to deal with the high costs and frustrating experience of healthcare billing today.

The patient financial experience is ripe for marketing innovation. The changing dynamics of U.S. healthcare has left the patient bearing more and more of the financial responsibility for their treatment. Every statement sent by the provider to a consumer is an opportunity for the provider brand to show up in a positive way: with clarity, transparency, flexibility and compassion. But too often each billing statement is a brand opportunity lost—a disappointing financial experience that follows a positive clinical experience.

The work to be done to address the high overall cost of healthcare in the United States doesn’t change the fact that extraordinary improvements can and should be made in patient satisfaction with the billing process right now.

So what should marketers do about it? Here are three starting points:

  1. Understand the Patient Financial Experience

    Spend time with your revenue cycle team to understand existing policies and approaches to working with consumer as payer. Revenue cycle teams are on the front line of the provider-consumer experience as never before. Beyond the financial consequences of every dollar left on the table by the health system are very personal, human stories.

    One of the hard realities is that provider billing is managed very differently than other financial obligations consumers face every day. It’s complicated and confusing, and the balances are often large and unexpected.

    What financing terms does your health system offer (beyond financial assistance)? What do your paper or digital statements look like, and how many are sent each week? What is the average post-insurance balance owed by patients and how has that changed over the last five years? How easy is it to pay a bill over time? How much of the total revenue of your health system is due from patients rather than commercial or government payers?

    Armed with this information, you’ll have a good understanding of the way your health system shows up to consumers today and what’s at stake. The most important thing to remember is that “one size fits all” actually fits no one.

  2. Measure the Experience

    We know that patients’ financial experience informs their overall impression of a healthcare provider, but how can that be measured?

    Use focus groups and online panel groups to talk to patients about the financial experience, and measure satisfaction with the current billing experience. A simple five box customer satisfaction survey will get the lay of the land. Or you could find out your financial experience NPS score.

    Once the program is in place, it’s important to use the right type of data and reporting to measure results. This platform should include a feedback loop that allows healthcare organizations to continually optimize and improve financial and satisfaction outcomes. Failure to include this element in the patient financial interaction platform will result in a sub-optimal experience for both patient and provider.

  3. Develop a Patient Financial Journey

    Think about the end-to-end patient financial experience. What determines how patients look at their financial interactions with your system? It could be balance due, demographics, clinical condition, or other things. Can you identify patient financial segments that share common characteristics for whom you can design a better experience?

    Understanding the financial side of your brand experience is an important building block in the overall effort to offer a positive consumer experience across the continuum of care.

About the Author:

Will Reilly

Will Reilly

Will Reilly is the Vice President of Consumer and Client Marketing at VisitPay. He has more than 15 years of marketing and branding experience at major corporations and startups in Europe and the United States, including IBM.

Guest Post: Increase HCAHPS Scores Through Healthcare Design

July 10th, 2018 by Rebecca Donner

Improving HCAHPS scores from an interior design perspective.

The Centers for Medicare & Medicaid Services’ (CMS) Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was established as a way to measure patients’ perspectives on healthcare and make comparisons across hospitals based on the patient experience. Receiving a high score can boost hospitals’ Medicare/Medicaid reimbursement, while a low score can decrease funding by as much as 2 percent. Because HCAHPS scores can affect a hospital’s bottom line, it provides an incentive for them to place a greater focus on patient experience to receive a high score.

There a number of ways to increase a HCAHPS score, including patient communication and respect, speediness, cleanliness and even pain management procedures. But one way that may be overlooked is how to raise that score through interior design. There are a number of ways to approach HCAHPS scores from a design perspective.

Noise Reduction

With so much commotion in hospitals, it can be difficult for patients to rest, which is a key component to the healing process. Standard noise levels should be 35 dB(A) during the day and 30 d(B)A at night, but peak noise levels in hospitals often exceed 85 to 90 db(A), according to the Center for Health Design.

Aside from limiting overhead announcements and machine beeping, hospitals can reduce noise by focusing on the materials they use inside their facility. Carpet tiles or rubber flooring, as opposed to tile, can reduce the noise of foot traffic outside patient rooms. In addition, acoustic wall coverings and ceiling tiles act as giant sonic sponges, soaking up unwanted noise and echo. This can prevent any loud conversations or unwanted noises from traveling down hallways.

Privacy

Privacy and comfort rank high in ways to improve patient experience. According to the 2016 Hospital Construction Survey, many hospitals are now converting semi-private rooms into private rooms to increase patient privacy. After all, no one wants to share a room with a stranger during what can be one of the scariest times in someone’s life. Plus, two patients in a room can increase the chance of infection.

Many hospitals are also increasing the square footage of patient rooms. This way, even if two patients are sharing a room, they each have plenty of private space.

Personal Controls

To make the hospital feel like home as much as possible, many facilities are now offering patients greater control over the lighting, temperature and window shades in their rooms. Everyone has different preferences when it comes to how warm or cool, or how dark or bright, they want a room to be. Personal dimming controls allow patients to adjust the lighting depending on their activity, whether they are trying to sleep or need extra light for reading or examinations. Giving patients control over these variables can lead to higher patient satisfaction.

Mobility

Hospitals with high mobility and accessibility receive higher HCAHPS scores. Installing handrails makes it easier for patients to get to the bathroom, and wide bathrooms give patients the space they need when using the facilities.

About the Author:

Rebecca Donner

Rebecca Donner

Rebecca Donner is the owner and founder of Nashville-based healthcare interior design firm Inner Design Studio. For more information.

Infographic: Provider Appointment Wait Times

May 23rd, 2018 by Melanie Matthews

With an on-demand economy, patients value convenience in their healthcare experience, according to a new infographic by athenahealth, Inc.

The infographic examines patients’ perceptions and the impact of provider appointment wait times, along with ways to reduce these wait times.

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.