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patient experience improvement causes satisfied patients

Process Improvement Methodologies are used for Patient Experience Improvement

Healthcare organizations are continually pursuing ways to improve their processes to enhance the patient experience they provide. However, the biggest problem is that they need to measure patient experience improvement, and there is no specific way to do so. The challenge is to gain access to timely and relevant data. Nevertheless, in spite of this roadblock, they have found another way to measure their success.

patient experience improvement causes satisfied patients

According to a survey, the participating healthcare systems have stated that the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) or similar CMS surveys are their most preferred tools to track the patient experience provided. These are followed by phone calls made before a patient’s discharge and assistance from third-parties, or non-CMS surveys.

These healthcare providers have also increased their use of social media monitoring because of their needs for accurate and timely patient experience data, which is why using these methodologies do not seem that surprising. The number of healthcare systems utilizing process improvement methodologies is higher than the ones who do not use it, and the former ones stated that HCAHPS or CMS surveys are their preferred way of both tracking and measuring their organization’s success or failure regarding the patient experience they provide.

Moreover, the number of respondents who said they use tracking and are using it for process improvement methodologies is higher compared to those respondents who do not, with in-house surveys being an exception. This shows the amount of emphasis placed on performance measurement by process improvement, which no doubt the respondents believe leads to patient experience improvement.

They may have used several process improvements, like enhancing the patient identification system, since patient identification is a recurring problem in most healthcare systems, as 8% of the medical records are duplicates on average. Some hospitals are utilizing biometric patient identification like RightPatient, which does enhance the whole process, as physicians can focus on more critical tasks rather than take time identifying the patients. All of this ultimately leads to the healthcare systems providing a personalized patient experience.

These healthcare systems are correct in placing their trust in process improvement methodologies, and the report reflects that. It is favorable for patients and healthcare providers alike, as 87% of the respondents stated that their organizations had experienced significant improvements in the HCAHPS scores or similar measurements, which is a clear indicator of the efforts they have made to enhance the patient experience in response to their previous scores.

The report’s breakdown is as follows: 13% of respondents have observed significant improvements, 44% have noticed moderate gains, and 30% have experienced minor improvements, while 5% saw no increase.

However, the results reveal another aspect- there is a positive correlation between patient experience improvement and the use of such process improvement methodologies. A large number of respondents (16%) have stated that they experienced significantly improved HCAHPS scores after using the methods compared to those who did not use them (6%). Likewise, moderate improvements were noticed by a large number of respondents (47%) who used the process improvement methodologies compared to those who did not (36%). Accordingly, the respondents who did not use such methods are far higher in number (10%) than those who used it (3%) and reported that they did not see any improvements.

How are the healthcare systems improving their patient experience significantly? Other than process improvements, they can also utilize technology to enhance the patient experience further. They can use apps like CircleCare. It is a patient retention app used by hospitals for active patient engagement. Once a hospital subscribes, they can instruct the patient to use it for various purposes like communication with the hospital, keeping track of their steps, recording their glucose levels, scheduling their medicine, and receiving valuable health tips within the app. All these activities not only help to improve patient engagement but also cause patient experience improvement, resulting in an increase in patient retention rates due to better patient outcomes.

patient engagement

Patient Engagement and Patient Experience help reducing hospital readmissions

Patient engagement refers to the concept of the patient’s behavior where he/she proactively participates with the healthcare provider, whereas patient experience is a concept which encompasses the range of interactions that patients have with the different tiers of the healthcare system such as interactions with doctors, nurses, and staff in hospitals, or basically the whole healthcare system. Some people use it interchangeably because both are linked together and are used towards achieving a common goal- reducing hospital readmissions.

patient engagement

Patient Engagement

Patient engagement is a concept which deals with patient activation, which is mostly empowering the patient so that the patient feels like they can take an informed decision about their healthcare to improve treatment outcome, lower costs, and also help provide more efficient patient care. This also rests in the hands of the healthcare system, as they are the ones who encourage patient engagement in the first place. There is also a framework for patient engagement, which is as follows:

  1. Shared Decision-Making Stage: In this stage, the patient is informed about his/her condition, and the patient participates in the decision-making process along with the healthcare provider. This approach is used mostly for patients whose situation is more preference sensitive.
  2. Patient Activation: In this stage, the patients are more aware and understand their situation as they know their condition. Research among 30,000 patients at Fairview health services in Minnesota suggests that patients with a lower level of understanding about their condition incurred 8% – 21% more costs in healthcare. Thus, this step of active involvement of the patient to treat their situation is the stage called patient activation. However, it does require the assistance of the healthcare systems, as they have accurate information regarding the patients.
  3. Broader Patient Engagement: This step is more about mass awareness creation and social interpretations of patient engagement. The concerned parties are to influence patient participation in such a way that it helps the masses; they try to educate the masses about their conditions so that they can make informed consensual decisions about their healthcare with respect to their healthcare providers.

Patient Experience

Patient experience refers to the number of interactions patients have with the healthcare system. It includes their care from health plans, and doctors, nurses, and staff in hospitals, physician practices, and other healthcare facilities. It is a core aspect of healthcare quality and is used to help measure a healthcare system’s ranking- the better the patient experience, the better the healthcare system, and vice versa. It also consists of components which patients value highly, like appointments, the hospital itself, the care they receive – basically everything associated with the healthcare provider. This is the basic concept of the patient experience. Healthcare providers use a combination of tools to enhance the patient experience. For example, to have an edge over other healthcare systems, many uses biometric patient identification like RightPatient, which matches the patient with their EHRs using iris scanning.

The link between Patient Engagement and Patient Experience

There are several factors which can interlink patient engagement and patient experience amongst them. A few are mentioned below:

  • Better patient engagement and experience lead to better patient satisfaction.
  • Better patient engagement and experience offer better value for patients’ money.
  • Better patient engagement leads directly to better patient experience.
  • Better follow up results in positive patient experience.
  • Patient engagement makes having a better patient experience more comfortable for the patient.
  • The liability of informed consent is divided between the patient and the caregiver, which affects the patient experience positively.
  • Better patient experience and better engagement go hand in hand in the financial aspects of the healthcare system as they help reducing hospital readmissions.

Effects on the hospital readmission rate

  • Better engagement and experience relate to better reputation buildup of the hospital, which affects readmission rates by reducing hospital readmissions.
  • Better engagement leads to more effective treatment, which reduces risk-standardized readmissions.
  • Better overall patient experience will result in the patient choosing the hospital over other hospitals in case of another condition of him/her or a family member.
  • Better engagement and experience lead to patient satisfaction, which results in a reduction of risk-based readmissions and increases reputation-based readmissions.
  • With better patient engagement, patients are acquainted with the treatment plans and procedures correctly, which results in lowering risk-based readmission as well.
  • Involvement of the hospital staff leads to better mental satisfaction in the patient as well, which results in better word of mouth reputation, and also leads to more effective treatment, which helps in reducing hospital readmissions.

Many healthcare providers are very successfully providing both positive patient experience and increased patient engagement. For enhanced patient experience, RightPatient is the choice of many for biometric patient identification, which speeds up the overall process, helping the hospital staff to save significant time identifying the incoming patients so that they can put resources to better use in critical tasks. Patient engagement has a lot of tools, as well. However, the recent trend is to use apps like CircleCare, a patient retention app with a lot of benefits for both the patients as well as the healthcare systems. It can track steps, provide reminders regarding medicine, record glucose levels, blood pressure, as well as help the patients communicate with their healthcare providers. After the hospital subscribes to the app, the patient only needs to download it and use it, not only to communicate with their physicians but also for better health, which will help with patient engagement as well as provide better patient outcomes by reducing hospital readmissions, creating a win-win situation for all.

Patient experience

Patient experience and patient engagement: Is there any difference?

There are quite some differences between engagement and experience. However, in the healthcare industry, the terms patient engagement and patient experience are sometimes used interchangeably due to which people believe that they are the same thing, confusing. To clear it up- patient experience and patient engagement are not the same things.Patient experience

In the healthcare industry, hospitals are assigning more resources than ever to improve the patient experience. Likewise, both technology and employees are being utilized to find out how patient engagement can be improved. Patient engagement has been becoming increasingly important because the patients are playing an active role as they use more smartwatches, keep track of their data like steps, blood pressure, and others.

However, what are the actual differences in patient experience and patient engagement? Let us find out.

Patient experience

Patient experience is the summation of all the experiences an individual has during his/her interactions with the healthcare system. It starts right from the phone call until the checkups. In between, there are more parts of the patient experience, like the visit to the hospital, the quality of the care provided by the hospital, billing experience, and can be many more varying on the situation. To sum it up, all these small interactions make up the entire patient experience. A key feature of patient experience is that the responsible party is the healthcare system and not the patient. Thus, it entirely depends on the healthcare provider whether the experience will be good or otherwise.

Patient engagement

On the other hand, patient engagement, as per its definition, consists of the steps an individual must take to acquire the maximum benefits from the available healthcare services. See the difference? It is quite clear from the definition itself. It puts the patients in charge of their healthcare. Various services are made available to the patient from the provider’s end. However, it is up to the patient whether he/she wants to avail those or not- the patient needs to act or engage with those services. For instance, CircleCare is a part of those healthcare services- it is an app through which the patient can participate in various engagement activities effectively.

In short, patient experience is the responsibility of the healthcare provider, whereas patient engagement is in the hands of the patients, provided that the services are made available by the hospitals. However, it is beneficial for both the patients and the healthcare provider if the patient engagement is increased, as it causes the patients to become more responsible and make the whole healthcare process easier for themselves and the providers.

One key patient engagement strategy for hospitals to use is patient retention apps. These apps help to keep the hospitals be in constant communication with the patients, making the recovery process more streamlined and help to retain them. CircleCare is such an app. It helps the patients keep records of their health data, track their steps, share updates, learn health tips, and share useful information within their circle. Once the hospital subscribes to CircleCare, the patient can download, register, and use right away- it is that easy! While engaging within the app, it helps the patients be proactive, live more healthily, and helps the hospitals by assisting them to retain the patients, creating a win-win situation for everyone involved.

how patient engagement reduces hospital readmission CircleCare

Ways in which patient engagement strategies prevent hospital readmission

how patient engagement reduces hospital readmissionOne of the main determinants of performance in the healthcare industry is reducing hospital readmission. In layman’s terms, it means that the lower the hospital readmission rate, the better the services are of the healthcare system. Many healthcare systems are trying their best to lower their readmission rates to save costs as well.

Hospital Readmission Reduction Program (HRRP) was introduced by CMS in 2010 to deal with reducing hospital readmission rates. It has been successful, as it has helped to reduce readmissions by 8 percent.

On the surface, it might sound good and relatively easy. However, reducing hospital readmissions can be quite a challenge as it depends on several factors. Other than providing first-class care to the patients, the healthcare systems must also ensure the patients engage in post-discharge care management so that their condition becomes better, not worse.

How do the healthcare systems do that exactly?

Highlighting high-risk patients

During the post-discharge period, there are a lot of probable patients who might suffer from a medical issue. After identifying them, the task is to focus the engagement efforts towards these high-risk individuals. To determine the high-risk patients, the clinician can start looking at the healthcare conditions, which cause the highest readmissions. For instance, pneumonia, which is not caused by STIs or tuberculosis, causes 88,800 readmissions.

Not only medical conditions, but there are also other factors which can cause readmissions. Patients may have limited knowledge regarding specific topics. They may have limited health literacy, limited language skills, others may receive different information from different officials in the same healthcare system, and others can even be omitted from post-discharge care.

Patients can also be at risk of readmission if they are facing particular social determinants of health (SDOH). For instance, transportation issues, job security, and similar issues may prevent the patient from following up with the clinicians, which in turn will cause adverse health effects and thus readmission. Likewise, low earners will not be able to afford home care following the discharge.

The healthcare systems need to create follow-up procedures based on the above situations. By engaging with both the patients and their families and keeping in mind the SDOH, hospitals not only can make their follow-up strategies better but also help reducing hospital readmission.

Another solution to all these problems can be CircleCare patient retention app. It can provide essential health tips to the patients, keep track of their steps, maintain their medicine schedules, and also be a medium of communication with the hospital. After the hospital subscribes to CircleCare, the patients only need to download the app to use these benefits, which can help reducing hospital readmission significantly.

Engaging both patients and their family members

In the recovery phase, it is best to involve and engage not only the patients themselves but also their family members. This will help as the family members are aware of the patient’s preferences and thus can make him/her feel more comfortable as well as follow the instructions of the hospitals. This helps reduce the readmission rate by 25 percent for 90-day readmissions and 24 percent for 180-day readmissions.

Also, it is an excellent strategy to provide the guidelines in writing during the patient’s discharge, as it gives a detailed description for the patient to follow post-discharge. Statistics support this, as patients who were not provided with any detailed guidelines had 24 percent more chance to be readmitted.

Acknowledgment of SDOH

No matter the strategies, some patients may not be able to comply with the post-discharge and follow-up guidelines, which may not even be there fault. The SDOH can act as a barrier to their betterment.

According to Health Services Research, if the SDOH were factored into the HRRP, 21.8 percent penalty reduction would take place.

SDOH is not considered in the HRRP. The hospitals can provide questionnaires to the patients or their family members to find out whether they face any of the SDOH or some other barrier while availing post-discharge healthcare and follow-ups.

CircleCare

As there are various problems which might be faced by the patients- SDOH, lack of written instructions, or others, the best possible solution would be to give them something which they can access according to their convenience. CircleCare can not only engage the patients, but also keep track of their information like blood glucose, blood pressure, and remind them of their medicine intake. It also provides the patients with health tips and rewards and can be used to provide detailed instructions post-discharge as well as share health updates with the hospitals. All this will not only help improve the health of the patients, but it will also be a platform where the patients can be more engaged with the hospital by sharing their health-related statistics so that the officials can provide proper feedback. This, in turn, will cause patient satisfaction to rise, and ultimately, patient retention will be achieved.

data centers in healthcare

Technology In The Medical Field: How Data Centers Have Transformed The Industry

data centers in healthcare

The advent of data centers has helped the healthcare industry connect with the rapid rise in digitization. Photo courtesy of pexels.com)

The following guest post was submitted by Kara Masterson.

While hospitals and health care centers once used paper records only, today’s clinics and hospitals use almost entirely electronic health records, including digital scans, online drug records and web-based diagnostics. All of these technologies are hidden in the data center, which is typically a large building on or away from the campus. These data centers have certainly changed the face of health care.

They Allow for Seamless Patient Records

Data centers make it much easier for clinics and hospitals center to share patient records. For example, someone who has completed a medical technologist online program and who is studying blood samples in one part of the country can upload test results to a doctor across the country, and the doctor can then store the results in the data center.

They Speed Up Health Care

Because patient data is kept in one centralized area, health care can be sped up from the moment one steps in the emergency room until he or she is discharged. Doctors no longer have to wait to treat a patient until they receive and look through a lengthy patient chart. In addition, doctors who are at home can view how their patients are doing via records and results on data centers.

They Improve Patient Outcomes

According to healthit.gov, electronic health records significantly improve patient outcomes in numerous ways. They keep new doctors from prescribing medications that would interact with other prescriptions. They keep a close eye on patient allergies, and they automatically bring up warnings for doctors to see on certain patient diagnoses. This is particularly important in the emergency room setting.

They Help with Mobile Health

According to Exscribe doctors are increasingly taking advantage of data centers and electronic health records to communicate with and even treat their patients using mobile technology. They can communicate via health records and check test results online. This is particularly important for doctors practicing in remote and rural settings.

Data centers have taken all of the information that doctors, nurses and other health care workers used to have to dig for and have put it at their fingertips. With a few keystrokes and clicks, clinicians can know a patient’s health history, find out if there are any potential drug interactions, regulate a pacemaker and diagnose a patient who is miles away from them. Certainly in the next decade or two, even more tremendous changes will come to the health industry thanks to impressive data centers.

About the author: Kara Masterson is a freelance writer from West Jordan, Utah. She graduated from the University of Utah and enjoys writing and spending time with her dog, Max.

patient outcomes can be improved through new healthcare technologies

The Latest Technologies Improving Patient Outcomes

patient outcomes can be improved through new healthcare technologies

New healthcare technologies along with upgrades to legacy tech are helping improve patient outcomes.

The following post on improving patient outcomes was submitted by Dixie Somers.

The Affordable Care Act has encouraged hospitals and other medical facilities to invest heavily in new technology that will improve patient outcomes and increase the number of lives saved on an annual basis. The best solution to produce a cost-effective, yet high quality experience has been to create technology that will prove to be more efficient in the near future. Through closely watching chemical reactions and choosing laboratory air stirrers of the highest quality, the improvement of healthcare technology has been based solely on evidence of what works and what is desired among the medical community. Based upon this assessment, below are three types of upcoming technology that will affect healthcare in a positive manner.

Mobile Stroke Units

Mobile stroke units have been highly invested in to provide critical medical care before ever arriving at the hospital. Mobile telemedicine enables staff members to perform blood tests, CT scans, and TPA tests on injured victims. Mobile stroke units are expected to save thousands of lives and radically improve patient outcomes.

New and Improved CT Scanners

Old CT scanners will soon be replaced by a new model of CT scanner that can capture a faster and clearer photo in one shot. Prior to this technology, many patients were often turned away for having heart beats that were too quick to take the CT scan. As of now, this CT scan can capture a photo of the heart in one shot. As a result, more people can benefit from the CT scan and more people can get an accurate reading on their health.

Cancer-Seeing Glasses

A new form of high-tech glasses has been designed to be worn by surgeons during an operation. This technology has been shown as helpful in identifying cancer within patients. The glasses are able to detect cancer cells based upon the blue glow that appears to the trained eye of the surgeon. Cancerous cells and healthy cells are normally difficult to distinguish. These high powered glasses increase the magnification and can spot cancerous cells at even an early stage. These glasses, if used in every hospital, could reduce both the time and money that is necessary to treat cancer and significantly improve patient outcomes.

As healthcare costs account for around one fifth of the United State’s annual GDP, technological investments have been deemed the best way to cut costs while improving the overall quality of healthcare. Investment in technology is predicted to be significant for the future as patients will be getting better in a faster amount of time. Within the next few years, healthcare technology will expand as long as investment and efficiency continue to flourish.

Dixie Somers is a freelance writer and blogger from Phoenix, Arizona, who loves most to write for health, technology, and business niches. Dixie is the proud mother of three beautiful girls and wife to a wonderful husband.

nursing leadership style have a direct impact on patient safety and patient outcomes

Infographic: How Nursing Leadership Styles Can Impact Patient Outcomes and Organizational Performance

The following guest post on improving patient outcomes was submitted by Bradley University

As in any profession, nurses can only perform as well as their workplaces, teams, and managers allow. While all healthcare employees are responsible for an organization’s performances, nurses are in an important position to directly influence patients’ experiences and outcomes. But in healthcare, performance doesn’t just have consequences in patient satisfaction; it can also affect recording errors, medication errors, and ultimately patient mortality rates.

Since managers are in a position to directly control the environment in which nurses work, their leadership style can have a tremendous impact on how patients are cared for and how the organization performs as a whole. Research has found that there are distinct correlations in how each of five key leadership styles can positively — or negatively — sway the quality of care provided.

Leadership styles can be fluid, and there isn’t necessarily one correct approach which will suit every organization or situation. For example, transactional and authoritarian leaders can excel during emergency situations, whereas democratic leadership is at its best when collaborating to refine processes and workflows. Transformational leadership can inspire nurses to perform at their best, demonstrated by research indicating reduced patient mortality in three of six studies.

Learn more about these leadership styles with the infographic below, produced for Bradley University’s Online Nursing Program. This graphic gathers research examining the link between different management styles and how they can influence an organization’s performance and patient outcomes.

How Nursing Leadership Styles Can Impact patient outcomes and Organizational Performance