4 Steps to Improving Patient Experience—One Hospital's Story

Posted by Christopher Smalley on Jan 27, 2016 8:30:00 AM

In 2011, the BirthPlace at Beth Israel Deaconess Hospital–Plymouth (BID-Plymouth), in Massachusetts, was losing patients to other maternity units, and the hospital considered closing it. Instead, we decided to rebrand the BirthPlace and our outpatient OB/GYN and Midwifery practices with a focus on improving the patient experience.

We determined that we could impact patient experience best by working cross-functionally—aligning the marketing, clinical and IT teams—and implementing digital health tools that supported the new brand by improving patient-provider communication and increasing patient satisfaction.

We were right! Here’s how our hospital did it and what we learned.

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Topics: Patient Education, Hospital Workflows, Patient Outcomes, Pregnancy Education, Beth Israel Deaconess Hospital-Plymouth, Patient Experience, Health Care Interoperability

7 Easy Ways to Help Doctors Connect With Patients

Posted by Betsy Weaver, Ed.D. on Sep 16, 2015 10:00:00 AM

The concept that it takes seven interactions—or “touches”—before a person becomes a customer is well documented in the marketing industry. Less is written about how this can apply in a healthcare setting. 

In this era of value-base care, patients are synonymous with customers, and engagements are the new touches. Unlike in marketing—where a touch can simply drive a sale—a touch in healthcare can really impact patient outcomes and the cost of care, build patient satisfaction and confidence and make patients feel involved in their care.

Surely, it’s time to start taking the theory of seven touches into the healthcare realm. I’ll start by offering seven easy ways you can engage/connect with/touch patients. 

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Topics: Patient Education, Patient Outcomes, Value-Based Care, Patient Provider Communication, Cost of Care, Patient Satisfaction, Patient Activation Measure

Keeping Patients More Informed About Their Care

Posted by Betsy Weaver, Ed.D. on Sep 9, 2015 8:00:00 AM

A recent study in Pediatrics suggests that patients (in this case, mothers) are not receiving consistent information and advice from their providers—Maternal Report of Advice Received for Infant Care (Eisenberg et al, August 2015)

“Mothers commonly report receiving either no advice or recommendation inconsistent advice from each of the four sources we studied [doctors, birth hospital nurses, family, and media] regarding immunization, breastfeeding, sleep position, sleep location and pacifier use.”

Before you brush off this data as just an attack on overworked nurses and doctors who are drowning in paperwork and EHR integration, I’d like to offer a different perspective.

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Topics: Patient Education, Quality of Care, Digital Patient Engagement, Patient Provider Communication

What Does Patient Engagement Really Mean?

Posted by Betsy Weaver, Ed.D. on Aug 27, 2015 11:00:00 AM
With the proliferation of patient engagement technology phrases such as patient education, patient activation and patient/provider connections have increasingly become meaningless. They now mean everything and, therefore, nothing.
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Topics: Patient Education, Digital Patient Engagement, Value-Based Care, Patient Provider Communication, Patient Activation Measure

Want to Improve Health Outcomes? Start by Building Patient Confidence

Posted by Deirdre Wilson on Aug 11, 2015 2:00:00 PM

You’ve likely heard the adage, “Confidence breeds success.” It’s a saying that doesn’t only apply to goals and achievement. Confidence can also have a powerful influence on your health.

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Topics: Meaningful Use, Patient Education, Patient Outcomes, Self-Efficacy Theory, Digital Patient Engagement, Hospital Readmissions, Self-Management of Chronic Disease, Value-Based Care, Patient Activation Measure

Hospital Story: Taking Patient Education Online—It Just Makes Sense!

Posted by Susan DiBattista on Aug 4, 2015 11:30:00 AM

In this era of patient-centered care, it’s important that hospitals always think about the patient first. That includes how and when they prefer to learn about their health and in-hospital care.

At Women & Infants Hospital in Rhode Island, part of the Care New England health system, we took this patient-centered approach when we recently launched an online birthing class called the “ Understanding Birth eClass.”

A patient-first approach, combined with the right tools to promote and deliver the right message at the right time, helped us connect the dots when communicating with, engaging and educating patients online.

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Topics: Patient Education, Care New England, Women & Infants Hospital, Guest Blog, Pregnancy Education, Digital Patient Engagement, Value-Based Care, Customers

You Can’t Improve What You Don’t Measure

Posted by Betsy Weaver, Ed.D. on Jul 29, 2015 11:47:00 AM

Why is it so hard to understand—and apply—this concept?

With good information (i.e., reliable data) that is easily accessible, you have the power to change the world. Well, perhaps not the entire world, but your own part of it!

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Topics: Return on Investment, Patient Education, Patient Outcomes, Digital Patient Engagement, Patient Provider Communication, Patient Activation Measure

Hospital Story: How We Educate Patients While Improving Hospital ROI and Staff Efficiency

Posted by Kimberly Congden, RN. BSN, IBCLC on Jul 1, 2015 4:47:00 PM

In my position as Manager, Lactation Services at Baystate Medical Center in Springfield, MA, I’m expected to keep the department running efficiently, prove the economics of our efforts and, of course, educate and provide resources for new and expectant parents. This is a challenging task!

In the past year that I have held my position and Baystate Medical Center’s nine years of using UbiCare’s SmarteXp patient engagement solution for Pregnancy and Early Childhood, we’ve learned the value—both figuratively and literally—of connecting with our patients digitally through educational messages that start at the beginning of pregnancy and continue through the child’s third birthday.

First, there is the intangible value of providing health education resources to new moms and their families—helping the entire family feel involved in the birth of a child—and building a relationship between our hospital and these new parents and families in the process.

Then there is the real, tangible value that we can see on paper. 

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Topics: Return on Investment, Patient Education, Hospital Workflows, Guest Blog, Digital Patient Engagement, Customers

Making Patient Education Systems a Snap … with APIs

Posted by Debra Zalvan on Jun 10, 2015 10:48:03 AM

Your patients are looking for educational resources online.

In fact, about 7 out of 10 (72%) of adult Internet users say they have searched online for information about a range of health issues—especially specific diseases—according to Pew’s The Social Life of Health Information

A few weeks ago, we shared a blog post about Choosing the Right Patient Education Systems for the changing digital healthcare environment. We wrote about how the first step in an effective plan for real patient education or engagement is finding patient education systems that will help you connect with patients digitally—right where they are—online. 

White Paper: Understanding the Changing Healthcare Environment and How to Incorporate Digital Patient Education Systems

Now that you understand the need to connect with patients digitally about their health, your next question is probably, “Who has the time?” That’s where APIs come in.

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Topics: Patient Education, Quality of Care, Digital Patient Engagement, Health Care Interoperability

How to Choose the Right Patient Education Systems

Posted by Debra Zalvan on May 14, 2015 1:42:00 PM

 

Patient education is no longer just what you want to do—it's what you need to do.

Consider that:

But how do you choose the right patient education systems? There are so many tools that claim to provide patient engagement. How do you find the one that meets your hospital's needs? Here are a few things to look for.

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Topics: Patient Education, Quality of Care

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Digital Patient Engagement News & Strategy

Hear from the UbiCrew, our hospital clients and industry experts about how to:

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