How Can Hospitals Use Texting to Improve Patient Care?

Posted by Jackie Simon on Jan 18, 2017 11:00:00 AM

When was the last time you talked to your friend? Your mother? Your old college roommate? Now think—did you actually talk to them? In person or on the phone?

If you’re like most Americans, you probably conversed with them via text, email or social media. In fact, a recent Gallup poll finds that texting and email are the most frequently used forms of non-personal communication for adult Americans. So is a cellphone, because even when we do use a phone, it’s typically not a landline, the survey reveals.

For all Americans under age 50, the survey finds that texting is the most dominant form of communication.

Given these changes in our own everyday interactions, why does the healthcare industry insist on sticking with old forms of communication?

Healthcare needs to embrace email and text as the preferred and most efficient patient-provider communication methods, just as we have accepted—and really, expected—email and text communication in our daily lives.

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Topics: Population Health Management, Quality of Care, Patient Outcomes, Patient Provider Communication, Patient Satisfaction, Patient Experience, Patient-Centered Care, Innovation, Technology, Texting

Where do hospitals rate on going digital?

Posted by Debra Zalvan on Sep 21, 2016 3:32:07 PM

Will you succeed or die in digital America?

That is the question the McKinsey Global Institute (MGI) report, Digital America: A Tale of the Haves and Have-Mores”, poses to all sectors of the American economy.

Looking at it through the lens of American healthcare—to tease out a road map for the business of healthcare—the report provides a compelling argument for aggressive hospital digitalization with the following key points:

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Topics: Hospital Workflows, Quality of Care, Digital Patient Engagement, Cost of Care, Patient Satisfaction, Patient Experience, Innovation, Technology

Boost Patient Satisfaction, Avoid Penalties—and Win with CJR

Posted by Betsy Weaver, Ed.D. on Jul 13, 2016 2:00:00 PM

Comprehensive Care for Joint Replacement (CJR), the latest bundled payment initiative from the Centers for Medicare and Medicaid Services (CMS), has now been underway for three months. If your hospital is among the 790 required to participate, you may already know that building and leveraging patient relationships is key to getting the highest CMS reimbursements.

Even if you aren’t a participant at this point, CJR and similar programs from CMS will likely expand. Paying attention now may be worth it in the long run.

Under CJR, hospitals are responsible for the cost and care quality of hip and knee replacements—starting with the surgery and hospital stay, and continuing for 90 days post-discharge for rehabilitation and recovery. CMS will reward hospitals that do well, in terms of cost and care quality, with more money. And it will penalize those that don’t, making them repay a portion of their reimbursements.

Patient satisfaction is one way CMS will evaluate care quality under CJR. And because the agency already requires hospitals to connect with patients digitally, through their Electronic Health Records, an effective way to develop and nurture patient satisfaction is also through digital communication.

Read on to learn how!

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Topics: Patient Outcomes, Value-Based Care, Patient Satisfaction, Comprehensive Care for Joint Replacement, HCAHPS, MACRA

Keep Readmissions Down and Patient Satisfaction Up

Posted by The UbiCrew on Jun 2, 2016 3:00:00 PM

Penalties for hospital readmissions, doled out by the Centers for Medicare and Medicaid Services, are expected to reach about $420 million this year. Faced with ever-increasing fines and penalties as CMS focuses more on care quality than quantity, hospitals must put a plan into place that addresses readmissions to reduce costs and improve patient care and satisfaction.

What can hospitals do to meet this goal? Guiding, educating and supporting patient self-managed care can reduce the rate of hospital admissions. Making your patients partners in their care will increase their knowledge and satisfaction—and prevent an avoidable return visit.

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Topics: Patient Outcomes, Hospital Readmissions, Cost of Care, Patient Satisfaction

3 Reasons Providers Need to Manage the Entire Episode of Care

Posted by Deirdre Wilson on Oct 6, 2015 8:30:00 AM

Preparing for the CMS Comprehensive Care for Joint Replacement Project


Research continues to find that in-home rehab after joint surgery is as cost-effective and equal in outcomes and patient satisfaction to inpatient rehab facilities.   

The most important takeaway from the latest CMS effort to rein in costs, achieve positive patient outcomes and lower hospital readmission rates and complication rates is that hospitals must now manage the entire episode of care.

CMS’s Comprehensive Care for Joint Replacement (CJR) bundled-payment program mandates that 790 U.S. hospitals take responsibility for the care quality and total cost of hip and knee replacements, from surgery out through 90 days of rehabilitation and recovery. But the writing is on the wall for all hospitals, health systems and providers: Engaging patients throughout the care continuum—before, during and after surgery—will improve outcomes, decrease readmissions, earn CMS incentive payments and avoid penalties.

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Topics: Joint Surgery, Quality of Care, Patient Outcomes, Hospital Readmissions, Value-Based Care, Patient Satisfaction

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

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