Tag Archives: Patient Journey

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

The Patient Journey, Technology, and the Waiting Room

As a recap in case you missed the be21497517 - group of patients sitting in waiting room of a doctorginning 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.

The patient journey through the Waiting Room can be full of these cliffs.  However, through the use of some innovative healthcare technology, those valleys can be bridges, assuring increased patient satisfaction. Cliff One: Wait Times Ask anyone about their worst healthcare experience and it is almost assured that you will hear them mention wait times.  ERs across the country are overcrowded and their talented professionals are stretched to their limits daily.  There is one very simple piece of technology that can make a huge dent in wait times and that is video teleconferencing, (VTC). Video teleconferencing can be implemented in a couple ways to relieve ERs, Urgent Care facilities, and even PCP offices of overcrowded waiting rooms. The first way is to utilize VTC is to utilize it in lieu of an in person visit.  Facilities that have VTC can set up hotlines for patients considering coming into the facility to call beforehand, potentially allowing them to receive the care they need remotely.  Given that an increasing amount of visits to the ER and Urgent care are actually not emergencies or even urgent, this would help relieve a large part of the burden.  A licensed provider can make themselves available to discuss symptoms while looking up the patient’s health history via electronic health records, to potentially deliver treatment remotely and call in prescriptions, etc if appropriate. The second way to use VTC is for patients to utilize it in the facility itself.  For those coming into the ER or Urgent Care facilities, upon check-in they may be offered a remote visit with a physician depending on the severity of their symptoms.  In this case they would be offered a private room where a VTC system would be utilized to talk to a physician remotely from the ER itself, decreasing the patient’s wait time as well as keeping physician resources and exam rooms free for patients who do have emergencies, decreasing their wait times as well.  Given these patients are onsite at medical facilities, remote sensors can also be used in these consultations to transmit vitals and other biometric data to the licensed professional so that they may assure accurate diagnosis and course of treatment. Cliff Two:  Referral to Specialists Many times a patient waits for hours to see a physician at the ER or Urgent Care, only to find that what is ailing them is better addressed by a specialist.  That specialist may be booked for some time depending on their particular practice, delaying the patient’s journey toward wellness and sending them off the cliff of uncertainty while awaiting that appointment.  Again, through the use of a VTC system, the facility could offer the patient a specialist referral remotely via video conference as a way to get an initial assessment of the patient’s health.  An in person appointment may still be appropriate, but the initial consultation can go a long way to put the patient’s mind at ease, giving them some idea of severity of their situation and not negatively affecting their patient journey. As a provider, these may seem like simple solutions, but the best ones typically are.  Providing the patient with a path to talk to a remote healthcare professional face to face, whether they are at home or at one of your facilities, is the best way to assure that the waiting isn’t the hardest part. 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/the-ed-epidemic-and-what-to-do-about-it/ http://blog.avidex.com/the-wait-is-over-technology-and-the-continuum-of-care/

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

Journey Mapping, Technology, and the Patient Experience

 

Journey mapping has become a very popular exercise across several industries, including manufacturing, services and yes, you guessed it, healthcare. Journey mapping is much more than a buzzword or a fad however. It is an essential part of developing a superior patient experience. In fact, your practice or facility may have already or be in the process of creating a map of your patient journey.

As a quick overview for the uninitiated-

“A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience.”

Journey maps are used to improve processes and create touchpoints that assure patients are satisfied with their care both throughout their journey and with the end result of their care. Given that the performance of a healthcare provider is now evaluated based on patient outcomes (70%) and patient satisfaction (30%) and that payments are dependent on performance in both areas, and all of a sudden a journey map can have a huge ROI.

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.

This is where healthcare technology can play a huge role. Technology can create bridges across these canyons in the patient experience, keeping the patient above the line of satisfaction and helping to assure they are satisfied with their care.

If you read this blog regularly, you know that it relays many ways that technology improves the delivery and quality of healthcare. Over the next couple of posts we will link many of those technologies to the patient journey, addressing how the cliffs and valleys can be leveled out by implementing technology properly in your practice or facility.

The three major portions of the patient journey that will be analyzed are Admissions and the Waiting Room, Inpatient Care, and After Care and Follow Up. We’ll explore the cliffs that many patient experiences have and then how specific technologies can help bridge those gaps.

The technology in question does not always have to be patient facing either. There are many technologies that are visitor or provider-facing that can intimately affect the patient’s journey and their satisfaction.

At the end of the day, a patient journey map identifies as many opportunities as it does issues. It helps providers to make sure they are aligning outcomes with their patients. So stay tuned for the next post on how to capitalize on those opportunities through the use of innovative technologies.

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/the-role-of-technology-in-patient-satisfaction/

http://blog.avidex.com/aligning-outcomes/

Jim Scalise

About Jim Scalise

Jim is the Avidex Systems Integrated Group Manager and has been in the AV industry for more than 20 years. Jim oversees and manages the integrated systems team and is directly involved in design, application, project and field engineering as well as sales, service and installation support. Contact Jim at jscalise@avidexav.com