Importance of patient identification and EHRs – What you need to know

August 4, 2019/6807 views / 0 Comments/in BLOG, EHR, healthcare, Iris Recognition, Patient Experience, Patient Identification, Patient Safety /by Matt Gibson

When it was at its introductory stage, the official representatives had stated that medical records going digital and becoming electronic health records (EHRs) would change the healthcare system of the US entirely. They said that EHRs would be the future of the healthcare industry as they will be safe, inexpensive, and easy to use, with a focus on the importance of patient identification. They were leaving conventional paper records in the dust. They were right – partially. EHRs did change the healthcare industry as we know it, it did prove to be the future, and it did make paper records obsolete, only not in the way everyone thought it would. Almost a decade later, issues like human errors have caused problems within EHRs – for patients, health systems, insurance providers, and everyone else involved with it. Moreover, the biggest challenge it caused is patient misidentification, which is a multibillion-dollar burning issue, and presently, everyone is clamoring for a viable solution for the errors caused by EHRs.

These are some findings by a study which highlights some of the biggest problems of patient misidentifications via EHRs.

Patient safety

The most obvious and most dangerous problem caused by EHRs is reducing patient safety – EHRs, since their introduction they have created several issues which compromise patient safety. Innumerous incidents have been reported including as wrong treatment, wrong surgeries, even deaths and many more, all of which lead back to software issues, errors, bugs or flaws of EHRs and how it misidentifies patients. We have read many stories of how EHR misidentifications have led to surgeries of wrong patients, or how they have caused financial losses for patients, or, in unfortunate cases, deaths. It has been years that EHRs have become standardized, but there are no efforts to fix these problems within the EHRs to improve patient safety. The importance of patient identification has been underestimated which is why these problems occurred.

Medical identity theft

The next issue caused by patient misidentifications is fraudulent activities. EHRs can be tricked since no unique patient identifier exists in the US, which can verify the authenticity of the patient. This fact is commonly known, and due to this, many miscreants can attempt to fool the system and officials and commit medical identity theft, healthcare fraud and many other unlawful activities with the patient ID and get away with it. Such incidents cause financial losses for the patients whose IDs are stolen, and it can also be used for more nefarious purposes like obtaining unprescribed drugs to consume or sell them, and events like these have caused the opioid crisis.

Interoperability issues

When EHRs were introduced, it was expected that given it will be completely digital, there will be some form of seamless integration of the data which can be accessed by a patient’s different healthcare providers. However, fast forward a decade, and the reality is entirely the opposite. Forget about obtaining the same data around the nation. Research has shown that even after using the same EHR system, two different healthcare systems cannot also match a patient correctly, as the match rates are as low as 50%. Thus, information exchange is next to impossible with EHRs, which is why there are so many interoperability seminars being held nowadays.

Physician burnouts

Many doctors have reported dissatisfaction with EHRs, as they spend almost half their day clicking on the system and inputting data to match the patients instead of interacting with the patients themselves. This is problematic not only for the physicians but for the patients too, as more time is spent on EHRs rather than patients. Even then, patients sometimes cannot be accurately matched with their health records.

How to fix these errors?

EHRs’ biggest problem is patient misidentification, and that itself causes all of the above issues. Everyone in the US healthcare learned the importance of patient identification the hard way. However, for the past few years, many have tried to come up with innovative solutions to combat patient matching errors, but the best one is RightPatient – a biometric patient identification solution. It uses the iris scanning modality to ensure a safe, hygienic, and convenient way to detect the patients accurately. Since there is no necessity for physical contact, a look at the camera is enough for identification, and patients find this extremely convenient and easy to use. Once a hospital registers a patient with their proper EHR via RightPatient, he/she can be identified by their biometrics only, which improves patient safety and provides an exceptional patient experience, as per the reports of the hundreds of health systems who are currently using RightPatient to eliminate patient matching errors and saving millions in the process.

Healthcare’s most significant issue – Improving patient safety

August 2, 2019/5542 views / 0 Comments/in BLOG, EHR, healthcare, Patient Experience, Patient Identification, Patient Safety /by Matt Gibson

Whenever medical records do not match with patients and are out of sync, all kinds of problems occur for everyone involved, both physically and financially. Keeping this in mind, patient matching errors seem never-ending. Is there a solution? Is there anything which will help in improving patient safety?

A look at what patient matching errors are capable of

Let us see an example to understand the gravity of the situation presented by patient misidentifications. In the year 2016, a mistakenly identified patient’s kidney was already taken out, and by the time the doctor realized that the patient had no tumor, it was already too late. This disaster had occurred due to mix-ups of test results of patients sharing the same name. This incident was kept under wraps until government officials looked into the issue to know precisely what happened, and it became public knowledge. However, most people, as usual, thought that this blunder was one in a million cases. It was a blunder; however, it was not one in a million cases – it is a common scenario.

Such phenomenons occur almost every day within any given healthcare provider, big or small, all over the US. The hospital personnel very casually presume the EHRs they click on are the accurate ones which include patient data like history, diagnoses, test results, and so on. This type of behavior is reckless and can result in grave consequences for the patients.

This is sadly the most overlooked but one of the most dangerous problems the healthcare industry faces – patient misidentification. It is the worst kept secret of the industry and has been the talk of the industry by many groups for years. Now, the question on everyone’s minds is what is being done for improving patient safety?

Problems associated with patient safety issues

The most common type of patient matching errors faced by healthcare providers occurs when two patients have the same name. For instance, Samuel L. Jackson, S. E. Jackson, Samuel Luis Jackson, and Sam Jackson may indicate the same individual, but inadvertently, or to save time by not searching for the proper record, the hospital staff may have made four individual records for the patient. To make matters worse, this may not even be known by neither the doctor nor the patient while making treatment plans. Such duplicate records can lead to grave consequences as well – if they get merged, can lead to wrong treatments, medications, and sometimes even removal of completely healthy organs like the example above.

According to a recent study, one EHR out of five in a single healthcare provider is a duplicate record. That is not all; the problem only gets worse when different organizations try to share these EHRs. Even when two separate organizations share the same EHR software, match rates are only around 50%.

What other problems arise from patient matching errors?

It is not just about patient safety, although it is the biggest concern of inaccurate patient matching. It is one of the costliest mistakes for any given healthcare system, as each correction of the records costs from $1000 to a whopping $5000, depending on the severity of the issue. Thus, this is a multibillion-dollar problem in the healthcare industry. Also, if there have been cases of patient matching errors, some healthcare providers recommend another round of medical tests to be sure.

There has also not been any national patient identifier other than EHRs, which is the cause of the patient matching errors in the first place. The problem lies with the fact that the healthcare providers decide what kind of information they want to keep and what to omit, as these create fragmentations regarding patient data. In other developed countries, this problem is tackled by a unique patient identifier, such as a number, so that even if the patients are sharing commonalities, it will be canceled out by the number which is unique for each patient. Unfortunately, the USA is the only first-world country without such an identifier due to privacy concerns back in 1996.

What is the solution for improving patient safety?

Many healthcare systems have waited it out for a proper patient identification solution which will work towards improving patient safety, and it looks like it paid off. Many healthcare providers are using solutions like RightPatient. It is a biometric patient identification system which utilizes iris scanning. Well-known health systems like University Health Care System are already using it and are reporting promising results. Patients love it, as they do not need to carry any IDs. All they need to do is look at the camera and get their irises authenticated, and it pulls their medical data from their EHRs, it is that easy. All of this saves time in the patient identification process. Also, it is safe and hygienic, as no physical touch is required; thus, no risk of diseases via contact. Hundreds of health systems are using RightPatient and are reiterating the same thing – enhanced patient safety, better patient experience, and reduced denied claims.

Patient safety issues occur due to patient misidentifications

July 31, 2019/5565 views / 0 Comments/in BLOG, EHR, healthcare, Iris Recognition, Medical Record Mix-ups, Patient Experience, Patient Identification /by Matt Gibson

When electronic health records (EHRs) were introduced, people lauded it as the next big thing in the technological landscape of the healthcare industry. There were many reasons – it was entirely digital as the name suggests, could be accessed quickly and whenever required, reduced paperwork, among many other reasons. However, once it was widely implemented, the reality was drastically different. Instead of solving these problems, EHRs added additional ones along the way – patient safety issues.

EHRs have created many problems for patients and healthcare providers alike. They have created risks which were unpredicted at the time of their implementation, which can potentially generate the chance to make grave errors in the treatment processes for patients, specifically if the treatment involves medicines. If this seems terrible, it gets even worse. These problems associated with EHRs are much more catastrophic for children and younger patients since their prescribed drugs are age-based. A study has found that EHRs do not take age into account; thus, it does not tackle the problems associated in a pediatric environment. Other than that, patient safety issues like matching errors are synonymous with EHRs. This is where biometric patient identification systems like RightPatient come into play.

The problems healthcare providers face while using EHRs lead to misidentifications mostly. Some of the challenges EHR users face are:

Problems associated with displaying patient information, or incomplete/corrupt patient data
Issues related to patient data entries which cause delays
Problems with EHRs regarding feedback or notifications
Disruption in the workflow if data needs to be shared

So what are the actual problems associated with patient safety issues caused by EHRs?

Restricted information results in wrong medications

EHRs usually provide the hospitals with blank data fields which the latter can fill in, if required, regarding making notes making it easier for colleagues. However, they do not know whether their colleagues have access to those specific fields, which can create many problems. For example, if a doctor had made a note within the EHR regarding the medical condition of a patient, say glucose level, the nurse who will administer the medication may not be able to view this note because her access is restricted, not taking into account the medical condition. Such problems lead to a lot of medical complications. Likewise, if required fields are not available to be viewed by everyone in the hospital, the staff may get confused between patients with common characteristics like name, address, etc., causing patient matching errors.

A patient is provided with excess or wrong medication due to an entry error

This is the primary cause of confusing units – between imperial units and metric units. Thus, as it is common in the US to use pounds, and if the weight is entered in pounds, but the EHR accepts only kilograms, this will hamper with the medication. Medications are sometimes dependant on the weight, especially in the cases of children, and they may, unfortunately, receive larger doses of medicine than required, which can be fatal. Other than that, if a patient is misidentified, then this will cause the patient to receive the wrong medication as well.

Missed doses of medications occur due to problematic information displays

EHRs can usually list all the medicines that have been scheduled for patients, along with the time and dosage required. However, sometimes due to patient matching errors, they may end up with the medicines planned for some other patient, and this can be fatal for both the patients involved if someone is not cautious enough while administering the medications.

Duplicate patient IDs are created

By far, one of the most significant flaws of EHRs is consistent to this very day. News regarding patient matching errors are very common, and at least one person you know has faced it. How does it happen? Very simply – once a patient comes in and a hospital representative does not find the individual’s record in the EHR, the employee tries to save time by creating a new ID instead of searching more in-depth for the correct record. The staff thinks that this is the way to save time and effort but generates another source for losses by the employer. Sometimes even the patients are to be blamed – if they are not attentive enough while verification, the hospital staff may pick the wrong record for them. Its effects can range from being financial losses to even life-threatening. Due to this single issue, everyone involved with healthcare has suffered – patients, healthcare providers, insurance companies, and so on. Healthcare companies are now clamoring for a unique patient ID solution to eliminate these errors.

Medical ID thefts take place

Another consequence of patient safety issues via EHRs – fraudulent activities. Addicts and professional thieves can very easily misuse others’ IDs and gain access to healthcare benefits or drugs which are entitled to the actual patients, resulting in financial losses incurred by the unfortunate patients. All this happens because there was no sure way to identify whether the medical record belonged to the perpetrator, until now.

What can be the solution to patient safety issues?

As seen from the problems, all of them point in one direction – patient matching errors. From all of this, patient identification error is seen as a disease in itself of the healthcare industry. Everyone involved is affected and suffers due to it in various ways and degrees. It is a multibillion-dollar problem in the US, where fixing a single entry costs from $1000-5000.

However, its days are numbered, it seems, as biometric patient identification systems like RightPatient are successfully eliminating it from the healthcare providers who use it. It uses iris scanning, which is easy and convenient for patients – all they need to do is look into the camera, and they are identified accurately. Another benefit of this biometric modality is that it also correctly identifies the irises of the younger patients as irises are formed within ten months of birth and remain unchanged. Patients also love it because there is no chance of getting any contagious diseases as it does not require physical touch. Over a hundred healthcare providers are using it, and they are reiterating the same thing – patient experience has improved along with patient safety due to the reduction of errors and the speed of the process.

Patient misidentification cases are persistent as no industry-wide solution exists

July 21, 2019/7037 views / 0 Comments/in BLOG, Data Integrity, EHR, healthcare, Patient Errors, Patient Experience, Patient Identification, Patient Safety /by Matt Gibson

Synchronizing medical information with the appropriate patients accordingly – how hard can it be, right? Well, it is precisely the opposite. It is easier said than done – patient misidentification cases are abundant. Since the introduction of electronic health records (EHRs), people thought that it would make the lives of everyone involved easier, but the reverse has happened. EHRs are filled with issues like misspellings, incomplete data, common names, outdated addresses, and so on, which overall leads to duplication of records. One of the consequences of all of this, according to a reputed organization, is the match rates being an average of 80%, sometimes even lower. It doesn’t sound all that bad, but it is the result obtained from the same healthcare provider the records have been created in!

One out of every five patients is likely to suffer from patient identification errors and become one of the many patient misidentification cases in the US. This is not the only problem, however. Patient matching errors are like a web created by spiders – trapping all the parties who are connected to patient identification – patients, healthcare providers, physicians, insurance companies, and so on.

Patient misidentification cases are also synonymous with rising costs as patient misidentification is famous for being a persistent multibillion-dollar problem in the healthcare industry. A patient matching error costs a hospital around $2000, and if we look at the bigger picture, there are $1.5 million of denied claims for a single hospital in a given year. That is an outrageous amount of money which is completely wasted due to these errors.

As per the definition, patient matching refers to obtaining the accurate medical record for a given patient whenever necessary, to make informed decisions regarding the health of the patient. Healthcare professionals are frustrated that this is not what they experience whenever they are matching the patients with their records and are clamoring for something which will change the industry and generate accurate patient identification – something RightPatient is very good at doing.

Let’s explore more in-depth into why patient matching errors occur. Patient matching is also reliant on the hospital employees who come into contact with it – they need to fill in the gaps for the new data, or else they might need to update changes in data like a surname, address, etc. to ensure accuracy. However, errors, in this case, maybe made by either the patient, the staff, or both. A patient might not be attentive and may not check whether accurate data has been entered; likewise, an employee may not check with the patient to ensure he has put in the correct data or not. They might think that it is not a big deal, but there lies the problem. Such inconsistencies which they believe are inconsequential lead to increased waiting times, worse patient outcomes, financial losses, wrong treatments, and sometimes even result in deaths.

A reputed individual in the industry stated that to combat these errors, a lot of countries have switched to unique IDs for patients. Sadly, the US is not doing that yet, as it has no nationwide standardized patient identifier nor any effective strategy to do so. Thus, the responsibility is pushed onto the shoulders of the healthcare providers, each coming up with their own approach for identifying patients.

A lot of suggestions have been made by experts to solve these errors, like software for patient identification, improvements in data standards, and ID cards, among many other options. However, the only one which is being pursued by many and used by early adopters are biometric patient identification systems. RightPatient is the most appropriate choice to eliminate patient matching errors. It uses iris scanning to ensure that the correct patient is identified, and it does so with ease, as reported by over a hundred healthcare providers who are using it. As it is using iris scanning, it is also hygienic and safe, as it requires no physical contact, and is convenient for the patients, as all they need to do is look into the scanner to match with their records. Since it is also less time consuming than traditional patient matching, it is lauded by many for improving the patient experience as well as patient safety. Patient matching has never been easier and more accurate, according to the users of RightPatient.

Process Improvement Methodologies are used for Patient Experience Improvement

June 18, 2019/5083 views / 1 Comment/in BLOG, healthcare, Patient Engagement, Patient Experience, Patient Outcomes /by Matt Gibson

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.

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 and Patient Experience help reducing hospital readmissions

June 11, 2019/5172 views / 0 Comments/in BLOG, healthcare, Patient Engagement, Patient Experience /by Matt Gibson

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 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:

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.
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.
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.

Hospitals are Prioritizing Patient Matching Accuracy

June 2, 2019/7262 views / 0 Comments/in BLOG, healthcare, Iris Recognition, Medical Record Mix-ups, Patient Experience, Patient Identification, Patient Matching, Patient Safety /by Matt Gibson

Patient identification has been haunting the healthcare industry since its inception. Using the existing practices in the industry, accuracy rates are significantly low and cannot be used to exchange health data effectively, as reported by officials from different healthcare systems such as hospitals and physicians. The industry is in dire need of patient matching improvement.

However, the above report is not the only one – other statements point towards the same conclusion of requiring patient matching improvement, as per the research brief from Pew Charitable Trusts. A study was conducted by Pew researchers along with Massachusetts eHealth Collaborative (MAeHC) that sought to identify the current situation of patient identification in the healthcare industry. They did so by collecting information from different healthcare executives with the use of interviews. Another aspect of the study was to identify how to achieve patient matching improvement. The sample of this study was healthcare experts and influential figures from various practices and sizes who served numerous patients in diverse regions all over the country.

A vast majority of the sample expressed the same view – patient identification and matching were quite inaccurate and desperately needs an overhaul, thanks to the increasing demand for interoperability.

Healthcare providers are now motivated to exchange more health data due to the recent CMS Promoting Interoperability program. That’s not all! CMS is also going to be granting incentives to accountable care organizations (ACOs) who will show savings through activities which support care coordination.

According to the Pew researchers, healthcare systems like hospitals and clinicians eligible for these programs need to exchange information with others so that all of the parties have the latest patient data from other various institutions.

The hospital officials stated that it is quite challenging to measure the match rates, resulting in their efforts being ineffective to examine and improve the patient identification rates. They also had difficulty providing a number when asked for the identification rates within their organizations. This was because many hospitals only keep a record of the duplicates identified through EHRs, whereas others do not know which files are relevant and which are unlinked. Thus, without knowing the actual number of correct matches, these healthcare systems cannot determine their match rates. Therefore, only the amount of misidentifications was provided by them, thus summarizing the research.

It was also identified that healthcare systems could easily match patient identities when asked by organizations they are in constant contact with. Both automated and manual processes are utilized to link records to the correct individual.

However, whenever it is an organization with whom the healthcare system is not in contact with regularly, match rates are inclined to be lower. This is because these unsolicited requests introduce more blockades because the healthcare system may not have a record of that individual, and the healthcare system uses automated processes for such applications. On top of that, the research also showed that urban areas require better identification rates compared to rural areas as not much-sharing activities take place in the latter.

Some healthcare executives also think that improved patient identification matching requires significant costs. However, many believe that biometric patient identification is the solution to improve matching rates and is worth the cost. Some hospitals are even utilizing iris scanning solutions like RightPatient to identify all their patients and pull their relevant data from their EHRs and show a significant change. They report that it is fast, accurate and improves the overall patient experience as well as speeding up the whole process and saving valuable time of the physicians so that they can concentrate on more critical tasks such as the patients themselves.

Patient experience and patient engagement: Is there any difference?

May 24, 2019/8977 views / 0 Comments/in BLOG, healthcare, Mobile, Patient Engagement, Patient Experience, Patient Outcomes /by Matt Gibson

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.

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.

Differences in patient experience and patient engagement

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.

Ways in which patient engagement strategies prevent hospital readmission

May 22, 2019/8823 views / 0 Comments/in BLOG, Mobile, Patient Engagement, Patient Experience, Patient Outcomes /by Matt Gibson

One 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.

EHRs: Why are physicians and patients dissatisfied with them?

September 5, 2018/10745 views / 0 Comments/in AI, Analytics, Artificial Intelligence, BLOG, Clinical Efficiency, EHR, Health Care, healthcare, Patient Experience, Patient Identification, Patient Outcomes, Patient Safety /by Michael Trader

Electronic health records (EHRs) are supposed to make things easier for doctors, improve health outcomes for patients, and create a better experience for everyone. However, most research indicates the opposite. There is a high level of EHR dissatisfaction among practitioners and the impact on patient experience has been underwhelming. So, what has gone wrong?

When EHR system use became mandated, clinicians were expected to experience initial growing pains as they were forced to learn new skills. However, as comfort levels grew, their perceptions were expected to change over time, resulting in better communication and care. Unfortunately, doctors are still complaining about EHRs even after several years of widespread implementation and use. In fact, research shows that EHRs have become a major contributing factor to physician burnout.

The aforementioned Mayo Clinic Proceedings study also found that as many as 84.5% of physicians are using EHRs and the majority of them are not satisfied. Most physicians feel that EHRs are inefficient and require too much manual data entry where time is spent on clerical tasks rather than patient interactions.

Likewise, patients are also not satisfied with EHRs as they notice doctors spending more time looking at the computer screen during their visits. Research shows that gaze time (amount of time the doctor looks at the patient) is directly related to patient satisfaction.

Apart from data entry issues, a RAND study identified many other reasons for EHR dissatisfaction among physicians. For example, most physicians agreed that EHR interfaces were not intuitive, thus hampering their workflow instead of augmenting it. They also complain that EHRs are not implemented well enough to facilitate the proper exchange of information. Many physicians feel overloaded with irrelevant information.

Doctors also noticed that templates provided with EHR systems degraded the quality of their reports. Even more worrisome is that most physicians found that EHRs are not improving over time.

Undoubtedly, these studies indicate the need for a system update and technology that frees doctors from having to spend time on routine clerical or data entry tasks. This technology would ideally enable clinicians to focus on their primary responsibility – carefully listening to, observing, and getting to know their patients so they can provide the highest level of care.

This is where RightPatient can help by providing an AI system that automatically identifies patients when they arrive and then engages with them to collect useful information that is pushed into the EHR system. This enables clinicians to understand much more about a patient’s condition while reducing their data entry burden. With RightPatient, doctors receive concise, relevant, and real-time information regarding their patients to save time, increase efficiency, and improve the patient experience.