Engaging Moms to Improve the Patient Experience In-Hospital and Postpartum

Posted by Pam Chay on Oct 4, 2018 11:31:03 AM

There is a lot of focus in our industry lately on patients as healthcare consumers. Particularly in the case of childbirth, expectant moms increasingly have a choice of where to deliver their babies. Hospital shopping is common among this group of women, and competition is fierce among hospitals for their business. That’s why it’s more important than ever to listen to what our patients are saying about us.

Surveys are a great way to gain insight into how new and expectant women feel about their hospital experience – from their first interaction with us through the early years of raising their children. But traditional surveys are often delivered to patients at inconvenient times or end up being thrown away.

How do you request patient feedback in a way that patients are more likely to respond?

At Northwestern Medicine in Illinois, we bring care directly to patients through our digital engagement platform. Branded as NM Parent Connect, we reach expectant moms on their mobile devices at targeted points in their care journeys. We send them automated education, but also have the ability to inform them of our resources and to gain critical patient feedback at any time.

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Topics: Guest Blog, Patient Experience, Innovation, Healthcare Technology, patient activation

Using Direct Patient Activation to Motivate Patients

Posted by Debra Zalvan on Sep 13, 2018 8:05:00 AM

Imagine you are one of the 1.1 million people about to have a joint replacement this year. Your doctor gave you information during your pre-op visit but you were so busy worrying about your recovery and how you would manage your daily responsibilities, that you missed a lot of the details. Your husband took some notes but he was also overwhelmed at the thought of you being off your feet for 6 weeks. You’ve been doing the best you can with what you remember of your care instructions and you’re hoping for a successful outcome.

Now imagine, instead, that you started to receive care instructions and check-ins from your surgeon after that first pre-op visit. The information helped you remember what your doctor said, reminded you what you need to know at every point in this process (which can be more than six months from pre-op through recovery) and eased your anxiety.

That level of engagement is known as patient activation – the act of energizing a person to manage his or her own health and healthcare with knowledge, skills and confidence. Patient activation is associated with better post-surgical outcomes, including a 40% decrease in 30-day readmissions and 21% lower care costs in the year after surgery.

Hospitals are making that impact even stronger by employing what is referred to as direct patient activation – motivating patients with regular, targeted mobile connections delivered through push messaging.

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Topics: Improving Patient Outcomes, Patient Engagement, Patient Experience, Innovation, Healthcare Technology, Episode of Care, patient activation

How the “Best Hospitals” Engage Patients

Posted by Melissa Nelson on Sep 5, 2018 7:23:00 AM

If you work in healthcare, you probably know that U.S. News & World Report recently announced its Best Hospitals list for 2018–’19. The company evaluates more than 5,000 hospitals and awards winners in a variety of categories and specialties.

While some debate the list’s merit, hospital leaders and healthcare consumers surely pay attention to the rankings. And they should. The list is part of a bigger picture. It rewards hospitals that achieve lower costs and better patient outcomes.

For our part, we were thrilled that hospitals using innovative patient engagement solutions are being honored among this year’s “Best Hospitals.”

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Topics: Value-Based Care, Innovation, Healthcare Technology, patient activation

How Empowering Orthopedic Patients Cut Cancellations By 54%: A Case Study

Posted by Kitzner Vassor on Jun 29, 2018 9:10:12 AM

During a care episode, providers traditionally deliver treatment through a series of independent, face-to-face interactions. For patients, however, the care episode begins prior to these interactions and continues during and after medical appointments or hospital stays.

In other words, face-to-face interactions are only one part of a patient’s care continuum.

Meaningful patient-provider interactions are increasingly important during the pre-op preparation phase of total joint replacement, one of the most common and costly surgeries in the U.S. today. Patients need to know what to expect and how to best prepare for the surgery and recovery period ahead. Miscommunication and forgotten instructions can lead to day-of-surgery cancellations, which have a significant impact on the provider’s bottom line.  

Ongoing patient-provider interactions throughout the entire episode of care can help prevent a surgery cancellation. These interactions are most effective when supported by direct patient activation technology, which educates, engages and satisfies patients at critical points along the care episode.

The benefits include significant improvement in the clinical metrics tracked at both hospitals and the Centers for Medicare and Medicaid Services (CMS).

Here’s a look at how one mid-size healthcare system is using direct patient activation technology to improve orthopedic metrics.

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Topics: Value-Based Care, Improving Patient Outcomes, Innovation, Healthcare Technology, patient activation