Patient Experience Innovation And Technology

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The focus of any Continuous Improvement (a.k.a.LEAN) journey is the focus on the “customer”, insuring that we constantly evaluate processes to determine whether or not they add value, as defined by the customer. The identification and elimination of waste (anything that is non-value added) is therefore a fundamental concept to Continuous Improvement. In healthcare, as in manufacturing (where LEAN originated), there are several forms of waste such as transportation, inventory, search time, complexity, etc. We believe there is an additional form of waste that is actually created by defects in our systems and processes. That is the waste of human suffering.

In this presentation, participants will:
• Recognize the difference between “inherent suffering” and “avoidable suffering”
• Understand how the other forms of waste contribute to “avoidable suffering”
• Learn how Continuous Improvement can prevent patient suffering

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The definitions of each include the sum total of all interactions that a consumer (patient or family) has with an organization. In the age of consumerism the partnership between patient experience and marketing is key to delivering on the goal of life long patients for an organization. In this presentation VUMC will describe the partnership between marketing and patient experience to enhance the brand of VUMC. The audience will learn the following:
• Why brand is so important
• Specific collaborations and projects between marketing and patient experience to enhance the brand

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As patient expectations shift and innovative technology becomes more accessible, it’s becoming increasingly important to provide digital tools to improve patient engagement, provide self service and assist providers, but how can you ensure that this technology does not interfere with the experience and the human element?
Panelists will discuss:
Examples of digital tools that are improving patient experience and outcomes
• How to train clinicians and staff to use the tools in a way that does not interfere with critical face time with patients
• How to encourage patient engagement and adoption of new tools
• Examples of digital in the care setting that detracted from the patient experience and what could be done differently

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People love to share their opinions on just about everything. Obtaining people’s opinions is in essence an exercise in emotion gathering. In the world of live everything, why not practice true empathy served real-time at the moment of emotion.
Learn how Yale New Haven Hospital implemented live emotion gathering and enabled speed, ease, insight, culture, and true empathy resulting in 80% patient response rates and improvement in key performance metrics.

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Time limitations often impede communication and coaching of patient experience strategies with medical providers; however, we piloted a novel method for education that minimizes this barrier. A “PX Minute” was embedded into each standing quarterly faculty meeting as well as monthly departmental monthly meetings. During the “PX Minute”, a particular strategy is introduced, the research behind it reviewed (including the specific impact on the patient health care experience), and practical tools are provided in regard to how providers can apply this strategy in their encounters moving forward. The information is also posted digitally along with a chat feature that allows providers to post comments and/or notes on their progress. The impact of this program will be reviewed as well as findings that are directly applicable for providers in a number of healthcare settings including primary care, subspecialty outpatient care, and hospital-based care.

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In healthcare, patient experience strategies are typically confined to improving the relationships our caretakers have with our patients, but to become a top of mind choice for our patients’, every strategy within every department has to begin intentionally designing with the patient in mind. By moving beyond interactions, and into the strategies of our operations, products, environment, etc., we can begin building a sustainable, consistent and differentiated experience for those we serve.
Takeaways:
• Understanding the components and levers of the experience
• Considering the hierarchy of the experience
• Building a holistic organizational strategy and culture to address the experience

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Learn how Carolinas HealthCare System uses mobile technology to provide patients and caregivers with the tools they need to better manage their health, particularly those managing chronic diseases and conditions. Carolinas HealthCare has developed
mobile technology that links caregivers, patients, and their electronic records in a manner that makes it easy for all.
Learn how:
• Design thinking was applied to the product development
• Process
• Mobile technology in patients’ hands improves care

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Several members of the speaker faculty will present their thoughts on the changing patient experience landscape.

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