SMARTworks ® EffectiveResponse Training: Clinical Staff – Care Providers National Park Medical...
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Transcript of SMARTworks ® EffectiveResponse Training: Clinical Staff – Care Providers National Park Medical...
SMARTworks® EffectiveResponse
Training: Clinical Staff – Care Providers
National Park Medical CenterNovember 20, 2014
Training: Clinical Staff – Care Providers
• Objectives of the patient follow-up program
• Overview of how SMARTworks® EffectiveResponse works
• Script/conversation to have with patients
• Frequently Asked Questions
• Review of the Patient Survey – the experience that patients will have with SMARTworks® EffectiveResponse
• Questions
Agenda
2
Training: Patient Registration
• Improve patient satisfaction with care
• Enhance patient well-being
− Detect failure to improve
− Address any questions or aftercare problems
• Catching patients who we are not reaching today
• Provide organizational feedback
Objectives – Why This Program is Being Rolled Out
3
EffectiveResponse Overview
4
Generates Monthly Feedback Reports
SMARTworks®
EffectiveResponse
Daily Data Upload from Meditech EHR
Nurse Manager Addresses Any Reported Patient Concerns
First Layer
Text/Email Contact with Patient
Second Layer
Call Center Contact
with Patient
Clinical Staff “Script”
• It is our practice to try and check up on our patients the day after we send them home from the ER
• Tomorrow you may receive a text or email that contains a link to a brief, 5-question survey to find out how you are doing and what you thought of the ER experience at NPMC
• If we don’t hear from you, someone from NPMC may give you a very quick call
• DO NOT set expectations for any follow-up resulting from any answers to text, email or phone calls
Patient Conversation
5
Clinical Staff - Discussion
• Is the medical staff and the nursing staff going to be rated by patients?
−Yes. Unlike HCAHPS, EffectiveResponse will attempt to survey 100% of the patients (And being a short survey, it won’t just be the “grumpy” folks who complete them!)
• What are the typical ratings by patients?
−The overwhelming majority of ratings and comments are glowingly positive.
FAQs
6
Clinical Staff - Discussion
• Does NPMC know if surveys have been completed by behavioral-health patients or by drug-seeking patients?
−Yes. Those responses will be treated accordingly.
• Can this survey be a substitute for a more in-depth follow-up for a particular patient?
−No. If detailed provider-to-patient follow-up is indicated as part of a patient’s care plan, the EffectiveResponse survey should not substitute for that care.
FAQs
7
Patient Survey(This How Patients Are Contacted the Day After Discharge)
Patient Survey
9
Patient receives a text or email message inviting them to click on a secure link
Patient Survey
10
The first screen is a click-thru acknowledgement that the survey is not a substitute for care.
Patient Survey
11
Question #1 checks on the patient’s well-being.
(We hope to learn that the patient feels the same or better.)
Patient Survey
12
If the patient reports feeling worse they receive a “pop-up” instruction to contact their doctor or return to the ER.
Patient Survey
13
Patient can add comments as appropriate.
Patient Survey
14
Question #2 is a general question to check the patient’s understanding of discharge instructions, home care, medications and follow-up appointments.
(We hope to hear that the patient has no questions.)
Patient Survey
15
If the patient reports having a question, they receive a “pop-up” instruction to call their doctor for answers.
Patient Survey
16
Patient can add comments as appropriate.
Patient Survey
17
Question #3 asks the patient to rate the nursing staff.
Patient Survey
18
Question #4 asks the patient to rate the medical staff.
Patient Survey
19
Question #5 asks the patient to share anything else about their experience.
Patient Survey
20
If the patient leaves a comment, it is noted that the comment will receive attention.
Patient Survey
21
Patient can add comments as appropriate.
Patient Survey
22
The final screen provides a link to National Park Medical Center’s portal – My Health Record.
Patient Survey
23
With a single click, the patient is with the log-in screen of My Health Record.
(Note that the patient can click on the “Register” tab if they have not been issued a User ID or Password).
Questions?