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Connecting two best practices with technology to enhance patient experience

February 08, 2018
Health IT

Separately, the same three nurses who conduct patient rounds during the hospital stay also make follow-up calls to patients after discharge to discuss care plans. For patients, it’s reassuring to hear a familiar voice on the phone from someone who understands their entire care experience, and is now seeking to help them with their aftercare.

With the care calls solution, Hunt Regional nurses have access to follow-up scripts, as well as the patients’ verbatim feedback shared during nurse leader rounding. They are able to have meaningful conversations with patients about care plans, doctor’s appointments, and medications. Furthermore, the nurses can leverage the rounding information, which is accessible via the care calls app, to address potential risks identified, discuss any questions the patients may have had during their hospital stays, provide a resolution if needed, and close the communication loop.

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The results
Over the course of 18 months, Hunt Regional Medical Center experienced the following patient and family engagement through its new technology solution:

• Completed nearly 22,000 patient-centered rounds and 13,000 post discharge calls
• Engaged with more than 21,000 patients and families through rounds and calls
• Received over 200,000 data points from patients and family members through rounds and calls to drive improvements and celebration
• Identified 70 issues for service recovery

Additionally, Hunt Regional saw a significant increase in two key measures from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. HCAHPS is a standardized survey of hospital patients that captures patients' unique perspectives on hospital care in order to provide the public with comparable information on hospital quality. Between 2014 and 2017:
• Overall rating score increased 13 percent – from 66.5 percent to 74.9 percent
• Likelihood to recommend score increased 8 percent – from 65.5 percent to 70.8 percent

Building trusted relationships is a key to transforming the health care experience for patients, families, and staff. That can’t happen without open and frequent communication among each of those three groups. Thanks to our strong leadership, knowledgeable staff and patient-centered technology platform, Hunt Regional Medical Center is able to continuously improve the health care experience.

Debby Clack is the chief nursing officer at Hunt Regional Medical Center

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