Tag Archives: Interactive Patient Education

The Patient Journey, Technology, and Aftercare

64895307_sAs a recap in case you missed the beginning of this series, a patient journey map has two lines.  One line is the patient’s expected level of satisfaction.  This is the base level of expectation of what they feel a normal patient experience entails.  The second line contours the experience itself.  This line typically goes up and down throughout the patient journey, many times above the level of expectation, and many times dropping below gradually, or sometimes suddenly before returning.  These are called cliffs, and many times the patient careens off of these cliffs into a ravine of dissatisfaction.

We have followed the patient from the waiting room and admissions as well as throughout their inpatient stay to see how technology may bridge the cliffs and valleys in the patient journey.  Now it’s time to look at the patient journey as it pertains to aftercare.  Ironically, the first step of aftercare actually starts in the facility itself, before the patient is discharged.

Cliff One: Discharge Instructions

You’ve been in the hospital for several days.  Many times you have been a little incoherent due to the pain medication you’ve been on.  Then an hour before you are to be discharged, a nurse comes in and gives you some verbal instructions on how to continue caring for yourself at home.  A few minutes later the doctor comes in and also gives you some instructions and they vary slightly.  Then you are asked to sign some papers saying that you have been advised of your responsibilities once you return home and you are handed a stack of carbon copies for future reference.  No wonder you are slightly confused about what to do.

Imagine instead that your aftercare instructions have been recorded so that they are consistent and clear.  You are given access to the videos from your in room flat panel television the day before your discharge, meaning that you can watch them at your discretion when you feel the best and most able to understand them.  Then upon your discharge, you are also given a link to the same videos on the provider’s website for future reference, in case something was unclear.  All of a sudden, the cliff created by the human element of delivering discharge instructions has been bridged by a simple technology solution, one that also keep a digital record for the provider, mitigating their liabilities as well.  This is the value of an interactive patient education system.

Cliff Two:  Follow Up Appointments

Being discharged doesn’t always mean that the patient is better.  They’re just well enough to recover at home.  Typically there are several follow-up visits to a physician after a hospital stay.  These visits typically discuss persistence of symptoms, how the patient feels, and they also evaluate the healing process.  Follow up in assuring positive patient outcomes and also in reducing costly readmissions.  However, many times these follow up appointments and tests can be tedious.  So much so that the patient is dissatisfied in having to attend them or worse, skips the follow up care altogether.  Utilizing video teleconferencing (VTC) technology for follow up visits can make them extremely convenient for both the patient and the physician and reduce the barriers to attendance.  When used in conjunction with biometric sensors given to the patient at discharge, the physician can actually collect real time data during the VTC session assuring that the course of treatment prescribed is accurate.

Patient journey mapping is the ultimate way to make sure that you are aware of your patient experience, especially the places that your patient ends up getting pushed off a virtual cliff.  Once you have isolated the cliffs, it’s time to look at the most efficient way to bridge those satisfaction gaps.  Many times, as illustrated in the last few posts, that solution can be found in the innovative technology being implemented in healthcare today.

Do you want to evaluate your technology experience?  Take our technology health assessment here.

Avidex AV is revolutionizing the way healthcare facilities and doctors are delivering care. Their 20 years of experience is being leveraged to drive down the cost of care while promoting positive healthcare outcomes. Is your organization looking for a new kind of technology partner? Connect with one of our Account Executives today to learn more.

Resources:

https://www.google.com/search?q=JOurney+mapping&oq=JOurney+mapping&aqs=chrome..69i57j0l5.3066j0j7&sourceid=chrome&ie=UTF-8

http://blog.avidex.com/creating-better-patient-outcomes-through-interactive-technology/

http://blog.avidex.com/deliver-better-care-be-more-sensor-tive/

http://blog.avidex.com/how-healthy-is-your-technology-experience/

Jeff Miller

About Jeff Miller

Jeff has been working in the professional AV integration industry for over twenty years. During that time he has served as Designer, Project Manager and/or Account Executive for hundreds of projects. As an Account Executive at Avidex, he specializes in Medical, Education, and Control Rooms. He can be reached at jmiller@avidex.com

“Are You Not Entertained?”

If you’ve ever woken up in the middle of the night or found yourself home from work sick, you know how difficult it can be to find something42402604 - senior female patient watching tv in hospital bed worthwhile on television. The experience is usually marked by listless channel surfing before you settle on a movie you’ve seen 18 times only to realize that every 10 minutes the movie pauses to launch into a 5 minute commercial break. At home fortunately you are not confined to one room or a bed, and you have access to other entertainment options like a favorite DVD or book. Imagine however you find yourself in a hospital bed, connected to medical equipment with nothing to focus your attention on but the TV hanging in the corner. In the past, this may have been a source of patient anxiety, but in today’s high tech world, it doesn’t have to be that way.

The modern medical facility has a great number of options when it comes to providing an “at home” entertainment experience to their patients. Gone are the days when an off-air antenna or a stack of cable boxes in the basement provided a few channels of content to patient rooms over coax. The patient entertainment experience can now be highly customizable and individualized. This allows the healthcare facility to offer more patient amenities similar to the hospitality industry.

An investment in a comprehensive visual communications solution provides the following advantages:

High Definition Programming– Nothing says, “I’m not at home”, more than a 19” TV up in the corner playing a static ridden rerun of The Brady Bunch. HD displays combined with HD content are familiar and a default patient expectation.

Diverse Channel Line Ups- Whether you choose IPTV, Direct TV, or cable, new systems allow the healthcare provider to create customized channel line-ups that best reflect the needs of their diverse patient population.

Customized Content- Need to share menu information around hospital meal options, general material on hospital offerings, or important accreditation communications? Facilities can create their own channels to share this news and more.

Patient-Specific Information– Provide easy, on-demand access to information, after-care instructions, and discharge information that patients can review at their own pace and frequency and create a digital record for your hospital files for reduction of liability and accreditation purposes. Hospitals can automate the delivery of this information by interfacing with their EMR, providing another way to leverage their existing investment.

On-Demand Entertainment- No more starting a movie in the middle and then watching an equal amount of commercials. Choose from an extended library of movies and shows just like you would at home.

Relaxation- Nothing provides a more optimal healing environment more than your soothing music and calming imagery. Modern systems offer access to this programming because a reduction of stress is shown to promote positive medical outcomes.

Not every patient has an iPad at their side and even if they did, the WiFi would have a hard time keeping up. A well planned, integrated visual communications system allows healthcare facilities to leverage existing investments in healthcare televisions and infrastructure, while providing a more reliable and universally accessible way for patients to pass the time while hospitalized. Add in the benefits of providing on-demand patient education, and you will be providing an experience that also reduces readmissions and empowers your patients in the recovery process. It’s a winning solution for both the facility and the patient.

Avidex AV is revolutionizing the way healthcare facilities and doctors are delivering care. Their 20 years of experience is being leveraged to drive down the cost of care while promoting positive healthcare outcomes. Is your organization looking for a new kind of technology partner? Connect with one of our Account Executives today to learn more.

Resources:

#1: https://www.quora.com/Why-do-hospitals-feel-like-prisons-sometimes

#2: http://blog.avidex.com/from-hospital-to-hospitality-how-does-your-facility-rate/

#3: http://www.telehealth.com/television-solutions/patient-programming

#4: http://blog.avidex.com/how-healthy-is-your-technology-experience/

Jeff Miller

About Jeff Miller

Jeff has been working in the professional AV integration industry for over twenty years. During that time he has served as Designer, Project Manager and/or Account Executive for hundreds of projects. As an Account Executive at Avidex, he specializes in Medical, Education, and Control Rooms. He can be reached at jmiller@avidex.com