Last week physicians, nurses, and executives representing more than 21 health systems, hospitals, and clinics joined ExperiaHealth in San Francisco to network, share best practices, and push the envelope on what makes a great healthcare experience. The insights were incredibly thought-provoking and utterly practical. Yesterday I posted the key learnings from Day 1 of the event. Here’s a sampling of the insights gleaned on Day 2:
Carmen Natale, System Director and Troy Bishop, MD Summa Health System:
Summa Health System has designed a series of programs aimed at helping high-risk patients transition seamlessly from the inpatient services to their homes or rehab facilities. The Bridge to Home program pairs a high-risk patient with a nurse who visits in the hospital to set patient goals, visits at home within 5 days of discharge to support follow-up care, and calls at the 15 and 30 day marks to ensure the patient is on track. The programs collectively reduce costly 30-day readmissions (9.9% among BTH participants v. 35.5% among BTH-eligible patients who did not participate) and ED use, and have helped strengthen the relationships between Summa doctors and their patients – proving that a little human touch can go a long way.
Paul Berggreen, MD, Arizona Digestive Health:
Dr. Paul Berggreen and his colleagues at Arizona Digestive Health saw the rise of smartphones, the poor design of paper-based patient instructions for GI procedures and thought, “there has to be a better way.” Not finding one on the market, they invented an app that allows patients to enter the date and time of a specific procedure (and the specific prep prescribed by their doctor), and that then automatically alerts patients on key dates and milestones for their prep. 5 days before, it tells them to arrange a ride. 3 days before, to stop eating seeds and nuts. 1 day before to manage their prep by the hour. And the day of, to get in their car and drive to their appointment. The app is useful for making sure that patients show up at the appointed time, but even more so for improving bowel prep. Dr. Berggreen and a colleague conducted a study showing statistically significant improvement on Boston Bowel Prep Scores for colonoscopy patients. And that’s a real win for patients – because no one wants to do a colonoscopy twice!
Cheryl Bailey, RN, CNO, Cullman Regional Medical Center:
To help improve the transfer of knowledge to patients and caregivers at the time of discharge, Cullman Regional Medical Center implemented ExperiaHealth’s Good to Go discharge solution. The iOS-based platform lets nurses record their verbal discharge instructions right on an iTouch as they deliver them – without disrupting their normal process. They do teach-backs and answer patient questions while recording, link relevant internal documents and resources, then send the patient a link via text or email that can be accessed using a secure PIN generated at discharge. Discharge HCAHPS scores are up 63% and readmissions are down 15% since implementing the system. Patients love it, and nurses and managers are using it for training and improvement – leaving everybody Good to Go!
Manali Patel, MD, Stanford’s Clinical Excellence Research Center:
The Stanford Clinical Excellence Research Center, an ExperiaHealth partner, has a mission to bend the cost curve while improving clinical outcomes and experience. Dr. Patel and colleagues developed a new late-stage cancer care model based on the best clinical science available, designed to help patients make the best decisions based on the most complete information about their clinical prospects. The model, dubbed “RIO,” is built on three key elements: Respect of and family goals with low-cost care coaches who assure patients and families understand the “big picture”; Immediate relief of symptoms with protocol-driven 24/7 symptom control call center that prevents unnecessary hospitalizations and emergency room visits; and, Optimization of care at and near home with economical alternative infusion sites. The RIO model is currently being tested at more than 10 sites to see if reality lives up to the concept. Based on Dr. Patel’s detailed grasp of cancer care, her passion and compassion, we believe the results will surpass expectations.
Kathleen Myers, MD, ScribesSTAT:
For every yin there is a yang. Although this CXO Roundtable focused on delivering great patient experiences that drive loyalty and growth, we know that enabling that means also attending to solutions that on the surface appear to meet the needs of physicians and other healthcare workers. The doctor-patient relationship is central to the patient experience. And while EMRs are intended to create an infrastructure that enables better data-based insights and health management, more systematic and portable documentation of patient encounters, and a meaningful audit trail of patient record access, they also make it more difficult for doctors to connect in a human way with their patients. Dr. Kathy Myers showed us how scribes can free doctors up to spend more time with patients, improving patient satisfaction (one clinic saw an average score increase of 2.43 points, or 45% in percentile ranking) and education while also boosting practice and doctor revenue (an average of $185.91 daily revenue increase at the same clinic). The model even serves as a proving ground for promising pre-med students. Who says you can’t have a win-win in healthcare?
The collective brain power, clinical and administrative experience, passion, and compassion assembled at the CXO Roundtable were truly astounding. In the week since participants returned to their home institutions, we have seen a phenomenal bias to action as participants continue to network, begin plans to implement new solutions, and brainstorm opportunities to advance the work of humanizing healthcare and putting the science behind the human experience.
Through this unique and powerful group, we intend to make sure that mavericks and change agents continue to get the networking, information, and moral support they need to transform healthcare.