Driving Patient Loyalty by Connecting Outside the Hospital Early On

Posted by Allie Gouveia and Jenny Johnson on Mar 13, 2018 8:20:00 AM

As the marketing team responsible for UNC REX Healthcare’s maternity service line, we’re constantly looking for better ways to improve women’s birth experiences at our hospital.

For most patients, their first time at our hospital is when they come to take a birth class in their third trimester, or when they are in labor and arrive to deliver. That means we have to earn their trust months before they actually use our services. Part of our strategy for improving patient experience includes reaching out to future patients to provide education and answer their care questions as early in their pregnancy journey as we can.

In the past year, we’ve made some improvements that have allowed us to connect with a larger percentage of these women, and sooner—as early as their first OB visit to community practices who deliver at the REX Women’s Center.

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Topics: Guest Blog, Patient Engagement, Patient Experience, healthcare marketing

Want Success with Total Joint Replacement Outpatients? Teach Them Well!

Posted by Deirdre Wilson on Feb 8, 2018 8:40:00 AM

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As more hospitals turn to same-day discharge for joint replacement patients, it’s more important than ever to make sure those patients know what to expect, how to care for themselves post-op and how to get the most from their recovery at home.

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Topics: Patient Engagement, Healthcare Technology, Episode of Care

CMS Changes Its Star Ratings, But Patients Remain Key to Hospital Success

Posted by Deirdre Wilson on Dec 22, 2017 4:44:19 PM

The Centers for Medicare and Medicaid (CMS) ended 2017 by revising the ratings hospitals depend on as bellwethers for their reputation with patients, payers and regulators alike.

CMS’s hospital star ratings are calculated from data on 7 care-quality indicators: mortality, safety of care, readmissions, patient experience, effectiveness of care, timeliness of care and efficient use of medical imaging.

The agency’s new formula for determining star ratings addresses what had been a significant bell curve of hospitals with stars ranging from 1 to 5 (with 5 being the highest rating). Previously, few hospitals had 1 or 5 stars; most had 2, 3 or 4.

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CMS’s Nod to Outpatient TKAs Gives Hospitals a Big Leg Up

Posted by Deirdre Wilson on Dec 19, 2017 8:12:00 AM

The Centers for Medicare & Medicaid Services (CMS) gave hospitals an early holiday gift with its recent decision to provide Medicare coverage for outpatient total knee replacements.

In November, CMS removed total knee arthroplasty (TKA) from its inpatient-only list, effectively allowing eligible Medicare patients to have the surgery in hospital outpatient departments beginning January 2018. It did not, however, add TKAs to its list of payable procedures at ambulatory surgical centers (ASCs).

That gives hospitals an important head start on a growing outpatient competitor lobbying hard for the federal agency’s blessing.

CMS has said it will continue to review the safety and feasibility of total joint replacements at ASCs, language that usually signals more change is coming. If the agency does eventually cover the procedures at ASCs, it will pose a significant threat to hospital revenue.

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