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Enhancing a Healthcare System’s Website to impact the

Patient & Caregiver Experience

Patient Experience Conference 2011 April 13-15, 2011

Hilton Dallas/Southlake Town Square Southlake, TX


Daniel E. Ansel

President / CEO Private Health News

Cincinnati, Ohio 513-731-6700

www.privatehealthnews.com


Private Health News is the leading provider of award winning, web-based e-communication solutions used by healthcare organizations throughout the U.S.

Consumers Physicians / Nurses / PAs + Patients & Caregivers


In the Future, It's All About

“Enhancing the Patient's Experience”

Gienna Shaw, for HealthLeaders Media, September 16, 2009

It's all about the patient and how he or she experiences

your healthcare system.


Consider these facts: • HCAHPS and Medicare will increasingly tie hospital reimbursement to patient satisfaction and outcomes.

• The Wall Street Journal reported in a 2010 health survey: • 64% of patients say no one at the hospital talked to them about managing their care at home.

• Consumer Reports is now providing hospital ratings for more than 3500 hospitals using HCAHPS data:.

• 92% of hospitals received the lowest ratings for staff communication about medications • 82% of the hospitals received negative feedback for the way they give out discharge information.


Consider these facts: • According to the Medicare Payment Advisory Commission, as many as:

• 46% of the almost 20% Medicare readmissions within the first 30 days post discharge could be prevented with better preparation and follow up.

• The Joint Commission says that patients and, as appropriate, their families need to be educated to improve individual outcomes and currently 50 percent of Joint Commission standards are directly related to patient safety. •  Informed patients are 30% less likely to be readmitted according to a study in the Annals of Internal Medicine, 2009


Hospitals are Prioritizing: •  Patient Satisfaction

• Physician Relations / Communications

• Patient Safety

•  Risk Reduction

• Discharge & Homecare


Caregivers!


Caregivers

“By recognizing the importance of the caregiver role, hospitals and physicians can facilitate a positive caregiving experience,

thereby: reducing rates of

patient hospitalization and readmission…”

Ethical Guidelines address Patient- Physician – Caregiver Relationships Laurie Barclay, MD

Journal of Internal Medicine 01/22/2010


who has the primary responsibility for patient

experience? Who should have the primary responsibility for

the patient experience?


Q | In your organization, who has the primary responsibility for patient experience? • A multi-disciplinary team of leaders, clinicians, and staff 34% • Chief executive officer 13% • Chief nursing officer 11% • Physicians, nurses, and other clinical staff 9% • Frontline staff 7% • Chief Operating Officer 7% • Chief Experience Officer or similar title 4% • Chief quality officer 3% • Chief Marketing Officer 2% • Chief medical officer 1% • Other 9%

Patient Experience: Help Wanted Survey -October 2010


Q | What is your strategy for online communication and interaction with e-Patients to enhance the patient experience?

• We will update our existing website to assist and attract new patients 43%

• We will retain existing patients by offering a patient portal for Interactive services such as appointment scheduling and access 33% to medical records • We will provide patients with an online experience that includes information from hospitals, physician practices, and other services 36%



Q | What is your strategy for online communication and interaction with ePatients to enhance the patient experience?

Strategy • We will use social media and networking sites such as Twitter and Facebook 28%

• We will use customer relationship management software for targeted marketing campaigns 11% • Other 5%

• No Strategy 38%



Can you provide content that gets Patients and Caregivers to use

and value your website and impact of their experience?


73% of Patients Search for Medical Information Online Before or After Doctors Visits

HealthCare New Media Conference

Q1 Productions‘ 2010


Can you get Physicians and Other Medical Professionals to refer

Patients and Caregivers to your web site?


The Patient Experience needs to include building relationships with:

•  Your Medical Staff •  Community Physicians •  Community & Hospital Nurses •  PAs +


Provide Content Targeted to the Needs of Your Physicians,

Patients & Their Caregivers!


Examples –  Scheduling –  Preregistration –  Preadmission Testing –  Physician Directory –  Patient Portals

•  “Personalized Experience –  Forms

E.g. Advanced Directives, Living Wills, etc


Patient / Caregiver Health Content:

I.  Procedural / Disease Management Tutorial Videos

II.  Discharge Instructions III.  Medication Information IV.  Caregiving Homecare Support V.  Caregivers’ On-line Resources


“Patients are primed and looking for Pre and Post Procedure and related educational

content that and that clearly adds value to the patient experience …”

“Most unfortunately this is what hospital web

sites are doing the least of”

Daniel Fell Executive Vice President

ND&P | Neathawk Dubuque & Packett Richmond | Roanoke | Chattanooga | Charlotte | Tampa


Evidence-Based Theories of Learning •  Use multimedia graphics, animations, and full narration of the text to

attract the user’s attention and simplify complex medical concepts (Diverse learning styles)

•  Make simple to use and understand (Minimal technical skills) •  Target at a 5th – 6th grade educational level (Broad-based audience) •  Present information according to the pace and learning preferences of

each patient or caregiver (Individualized)

•  Ask patients questions and gives feedback in order to verify understanding (Teach-back)


Low Health Literacy linked to Poor Patient Outcomes

More than 75 million adults have limited health literacy and results in

inability to comprehend and use health information

People who have difficulty understanding health information have poorer overall health

Implementing measures to enable patients to easily comprehend

health materials and better understand their doctors improves medication adherence, self-management and disease management

Agency for Healthcare Research and Quality 3/29/2011

Agency for Healthcare Research and Quality.


Evidence-Based Theories of Learning

“Teach-back”

Because patients are sick, sleep-deprived, stressed, tired, distracted and confused, they don't understand much about what they're being told during their healthcare experience. That's why providers are increasingly being re-trained to make sure patients and/or their authorized significant others and caregivers understand what they need to know to continue their recovery. … A nod of the head is not OK. .

11 Hot Healthcare Buzzwords for 2011


Documentation • Documents information was provided • Documents information was accessed • Documents information was completed • Documents information was understood • Reproduces what the patient has seen and answered years after the encounter.


I.  Tutorial Videos (PreOp and Disease Management)

Interactive patient education tutorials that engage patients and provides them an innovative way to

prepare for and then manage medical procedures at the Hospital


Topics: • Pre-op & Post-op Instructions

• Acute and Chronic Diseases Mgt.

• Prevention and Health Promotion • Diagnostic Testing and Screening • Hospital Safety • Home Self-Care


Surgical Procedures Bariatric Surgery Cardiothoracic Surgery General Surgery Hip Joint Replacement

Neurosurgery Obstetrics/Gynecology Oncology Hysterectomy

Orthopedic Surgery Plastic Surgery Preparing For Surgery Vascular Surgery

Disease Management (Core Measures)

Angiographies Asthma Diabetes Environmental Safety

Hospital Care Infectious Diseases Medications Patient Safety

Pneumonia Preventing Infections Pulmonary Disease Smoking


Specific Physician / Practice Customization


II.  Discharge &

Drug Information

Patient education instructions that engage patients and provides them with discharge / follow up instructions


Discharge / Drug Information Covering medical specialties including:

• Medical/Surgical, • Cardiology, • Ambulatory Surgery, • Pediatrics, • Obstetrics, • Orthopedics, • Sports Medicine, • Dietary, • Radiology, etc.


III. Patient Education Homecare

Patient Homecare that engage patients and their caregivers by providing them the knowledge necessary on how to care

for the patient during recovery


Topics: Including:

• Assist with Shower • Assist with Tub Bath • Assisting with Feeding • Care and Drainage of a Leg Bag • Hand washing • Male Intermittent Self-Catheterization • Recording Urine Output • Using a Transfer Belt • Wound Care


IV. Caregiver On-line Resources

Provides the knowledge necessary on how to care for a loved one.


Caregivers’ On-line Library and Resources E.g. • Choosing Home Care • Choosing a Doctor • Time Out for Caregivers • Tempting Poor Appetites • Safety at Home • Older Diabetes • Websites for Caregivers • Keeping Busy • In Case of Emergency • Making the Most of a Doctors Visit • Beating the Blues


A Turn-Key System Strategic Implementation

•  Branded as the hospital •  Implementation assessment

Training / Communications •  Initial and on-going promotional support

On-going Operational Support •  Initial training and on-going promotion

Reporting

•  Real time outcomes


Hospital Integration!

Hospitalists and Care Coordinators Physician Relations

Marketing and Communications Directors of Nursing

Pre Admission Testing Risk Management Surgical Services

Call Center Scheduling

Emergency Departments PCP’s


On-line Reporting


Benefits to enhancing Web content ?


Benefits for the Hospital • Contributes to Patient Satisfaction impacting on HCAHPS scores

• Enhances Patient Understanding and Compliance thus Improving Patient Outcomes

• Strengthens Hospital - Physician Relations

• Supports Patient Safety per Joint Commission Initiatives

•  Enlists the Support of Caregivers impacting on Readmissions


Benefits for Your Physicians

• Supports the Physician and Patient Relationship

• Aides in ensuring Adequate Informed Consent

• Saves Physician Time

• Improves Patient Compliance

• Enhances Medical Outcomes


Benefits for the Patient & Caregiver

• Enhances Understanding of Medical Conditions

• Improves the Ability to make Informed Decisions

• Sets Realistic Expectations of Procedures

• Support throughout the Continuum of Care

• Increases the Confidence of the Caregiver