The Patient Experience Paradigm - HIMSS20 · 5 Learning Objectives •Analyze Holy Redeemer’s...
Transcript of The Patient Experience Paradigm - HIMSS20 · 5 Learning Objectives •Analyze Holy Redeemer’s...
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The Patient Experience ParadigmSession 212, February 22, 2017
Nancy Ragont, Senior Manager, Customer Insights, CDW Healthcare
Christine Holt, Chief Experience Officer, Holy Redeemer Health System
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Speaker Introduction
Nancy Ragont
Senior Manager, Customer Insights
CDW Healthcare
Christine Holt
Chief Experience Officer
Holy Redeemer Health System
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Conflict of InterestNancy Ragont and Christine Holt have no real or apparent conflictsof interest to report.
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Agenda
• Patient engagement priorities
• Progress and challenges on the journey
• Link between technology and expanded engagement
• Showcase: Holy Redeemer’s patient experience transformation journey
• Best practices
• Questions
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Learning Objectives• Analyze Holy Redeemer’s patient experience transformation journey and how
technology is integrated throughout
• Outline research on the greatest motivators for and challenges to improving
patient engagement/patient experience
• Assess the role of technology in enhancing patient engagement/experiences
• Identify the priorities for clinicians and patients when considering patient
engagement initiatives
• Identify outcomes, best practices and lessons learned from Holy Redeemer’s
patient experience initiative
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An Introduction of How Benefits Were Realized for the Value of Health IT
70%3
Patients more engaged with
their healthcare
87%1
Respondents say patient satisfaction
is top priority
5.3%2
Lower overall medical costs for patients
actively involved
1. 87% of respondents indicated that patient satisfaction will be the top priority at their organization in the next 12 months
(Source: HIMSS Leadership Survey)
2. Patients that received enhanced decision-making support by trained health coaches by phone, email and via internet had
5.3% lower overall medical costs. (Source: Health Dialog)
3. Percentage of patients that say they have become more engaged with their healthcare during the past two years – up
from 57% in 2016 (Source: CDW 2017 Patient Engagement Study)
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Patient Engagement: Front and Center for Healthcare Organizations
of providers identified engagement, satisfaction and quality
of care as the business issues that would most impact their
organizations during the next two years72%
of providers say improving patient engagement is
a top priority at their organization (up from 60% in
2016)
71%
Source: CDW 2017 Patient Engagement Study
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Why Now?
• Top motivating factors include:
– Shift to value-based reimbursement
– Strong link to improved care
– Technology advancements
– Meaningful Use requirements
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What Are Patients Saying?
of patients say that they have become
more engaged with their healthcare during
the past two years – up from 57% in 2016
70%
Source: CDW 2017 Patient Engagement Study
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Technology & Engagement Connection
Source: CDW 2017 Patient Engagement Study
Patients are becoming increasingly comfortable with new technology:
98%
Patient Portals
83%
Mobile Apps
77%
Texts75%
Online Chat
69%
Video Chat
34%
Social Media
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The Power of Portals
81%
of providers say
patient portals have
improved their
engagement with
patients
78%
of patients with access to
portals say they have
helped them take a more
active role in their
healthcare
Patient portals have: improved overall patient care (43%), improved records
tracking (31%) and increased office efficiency (29%)
Source: CDW 2017 Patient Engagement Study
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Bumps Along the Way
Bottom line: Technology alone is critical but not the complete answer. Patient
engagement and satisfaction must be a larger organizational priority and cultural
value – with technology integrated to enable and support these objectives
AlignmentBudgetsEducationGuidelines
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Still Work to Do
of patients give their healthcare providers
an “A” for their use of technology to
interact with and engage patients
Only 29%
Source: CDW 2017 Patient Engagement Study
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At the Top of the Class: Holy Redeemer’s Patient
Experience Journey
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Engagement vs. Experience
Customer Engagement:
direct contact with the brand
Customer Experience:
an impression of the brand
based on interaction
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Healthcare Experiences
Experience: Individualized, anticipated unknown needsCompletely Unexpected – Exceptional Experience
Service Delivery: Customer service, efficient processesExpected – Satisfying Transaction
Quality & Safety: Meeting care standards, do no harmRequired – Met Basic Needs
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“e”xperience “E”xperience
Passive Engaged, intentional, designed
Safe, customer service, efficient processes Individualized care, anticipates needs
Expected – standards, protocols Unexpected – innovative, creative
Delivers satisfaction Results in delight and loyalty
Relevant – needs based Meaningful – emotional
Results in indifference Drives advocacy
Creating Big E Experiences
Commodity Product Service EXPERIENCE
Enhanced Value
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Holy Redeemer Health Systems Experience Vision
Holy Redeemer will deliver a:
– Masterfully orchestrated
– Personally meaningful
– Highly customized
– Culturally supported
– Healing environment surrounded
Experience for our customers, employees and physicians.
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Engaged Staff Promotes Engaged Patients
Staff Fulfillment
Programs
Staff and Physician
Engagement
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Spark at Holy Redeemer Transformation Center
Spark stimulates interactive
learning, imagination, new
perspectives and performance
based on Experience principles
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The Transformation Center
• Spark Team:
– Talent agency
– Marketing
– Catalysts
– Construction and design
– Experience producers
• HR, IT, philanthropy, call center
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Technology Supported Experiences
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Vital Energy Café
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Continuous Learning: Experience U
• Built a training university for staff – Experience U
• Created immersive experiences that teach staff
how to improve the patient experience
• Evaluated how the organization selects and
recruits talent
• Established internal consulting group to work
with leadership to apply experiences taught in
Experience U
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Employee Education Experiences
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Arrival Experiences
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Relationship Building
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Personalization and Engagement
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Technology as a Surrogate?
“Upon arrival, you will find our
convenient log-in kiosk. Please
gently type in your name and
tap enter to receive a warm
welcome...”
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Portal Impact
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Results
8990919293949596979899
Experience Designed Outpatient Location Satisfaction Scores
Overall score
Collaboration to provide care
Overall rating of Care
Likelihood of recommending
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Employee Feedback – Most Favorable
ItemsPercent
Favorable
Percent
Unfavorable
I understand the importance of providing the best possible
experiences for patients, residents, clients and coworkers.96% 1%
I understand my role in providing the best possible
experiences for patients, residents, clients and coworkers.95% 1%
I know what is expected of me in my job. 90% 5%
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Making an Impact
Holy Redeemer’s patient experience
transformation is enabling the
health system to redefine the patient
experience and empower its patients to
become equal partners in their care
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The Journey Continues…
• Augmented reality
• Visual profiles
• Virtual reality/immersive images
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Best Practices
An effective patient engagement strategy involves eight steps:
• Think security
• Educate the users
• Manage expectations
• Start simple and pilot the program
• Compare motivators
• Assess challenges
• Research technology
• Focus on patient-centric initiatives
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S
T
P
A Summary of How Benefits Were Realizedfor the Value of Health IT
Satisfaction: Improves patient satisfaction due to highly individualized
experiences made
Treatment/Clinical: Improves care outcomes, reducing readmission
rates and costs possible through the role of technology
Patient Engagement: Informs and engages patients, improving their
ability to take a more active role in their healthcare
Effective use of technology in improving patient engagement initiatives:
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Questions?
Nancy Ragont
Senior Manager,
Customer Insights
CDW Healthcare
Christine Holt
Chief Experience Officer
Holy Redeemer
Health System