Vocera is excited to announce at the Healthcare Information and Management Systems Society (HIMSS17) Conference in Orlando that its app for the Salesforce Health Cloud, Vocera Rounds, will extend the abilities of Salesforce Health Cloud, taking purposeful patient rounding to the next level. Health Cloud gives healthcare providers the ability to make smarter care decisions, engage with patients across their caregiver networks, and manage patient data in new and powerful ways.
Vocera Rounds is a cloud-based patient rounding solution that helps hospitals manage the patient experience in real-time by making it easy for care teams to proactively address patient feedback, deploy improvement initiatives, and recognize top performing staff.
Increasing Patient Satisfaction at University of Chicago Medicine
The University of Chicago Medicine (UCM) provides a great example of how it works.
UCM chose the Vocera Rounds application running on iPad® tablets to hardwire the rounding process. The Rounds solution enables UCM nurse leaders to conduct rounding more efficiently and with greater accountability, while providing meaningful and actionable data.
UCM had practiced leadership rounding in the past, but the process was not standardized and used a paper form to collect data. By formalizing the rounding process with Vocera Rounds, UCM was able to set, achieve, and track concrete measures of improved patient experience and outcomes.
“With our paper-based rounding, there was a lack of clarity about what information should be captured, limited accountability, and no way to track and trend data,” says Sue Murphy, RN, BSN, MS, Chief Experience and Innovation Officer at UCM. “We are using the Vocera Care Rounds solution to hardwire purposeful rounding and to capture meaningful and actionable data.”
Nurse leader rounding with Vocera enables real-time capture of patients’ voice and feedback. UCM nurse leaders ask patients approximately 10 questions designed to drive improved outcomes.
UCM rolled out the Vocera Care Rounds solution enterprise-wide to nurse leaders in 32 units. Within four months, UCM nurses had conducted nearly 12,000 rounds on more than 9,500 patients. Since initial launch, UCM has expanded upon the early success to include ambulatory services, procedural and surgical areas, and outpatient clinics.
Press Ganey surveys assessing patient satisfaction found that compared to the previous year, the “Likelihood to Recommend” response from UCM patients in the months following implementation of the rounding program rose dramatically. Among all facilities currently contracted with Press Ganey, UCM’s scores increased from the 12th percentile to the 67th percentile. Within UCM’s peer group of 120 academic medical centers and 299 affiliated hospitals, UCM rose from the 17% to 55% ranking.
UCM attributes this improvement directly to the new nurse leader rounding process with Vocera.
“Since beginning with Vocera Care Rounds at UCM, we have altered leadership behavior and moved patient satisfaction outcomes upward,” says Murphy. “The care teams that round have provided suggestions to improve the process for specific patient groups, such as those in the intensive care unit. And our technology-driven leader rounding has become a catalyst for the formation of service councils and multidisciplinary patient experience committees throughout UCM.”
Multiple Apps Working Together to Deliver More Value
Vocera Rounds becomes even more dynamic when it’s part of Salesforce Health Cloud. With Health Cloud, a hospital can purchase and run a range applications that address different components of the patient continuum. For example, Health Cloud has apps for scheduling and patient education, and an integrated Uber app that allows care coordinators to pick up or drop off patients between their homes and provider locations. In Health Cloud, Vocera Rounds becomes one more point of patient contact in that overall picture.
Let’s say I’m a nursing leader in a hospital unit, and you’re a patient. You may have come in through the emergency department. During my rounding, I had the opportunity to connect with you and learn that you are anxious about an upcoming test or procedure. I enter our conversation into my round. Then, the next rounder who’s up on the Med Surge floor, who will be caring for you later, can look at that round. He can say, “Hey, I see you came through our emergency department last night. I know you had these tests, and you received care. Do you want to take a few minutes to talk about the procedure you have coming up later? Can I answer any questions for you?”
As nursing leaders, we can see what transpired last night or what transpired in the previous unit and I can use that to bridge our communication and your experience.
Health Cloud provides value and opportunity because now I look at you as a patient, and not only can I see your rounds, but I can see all these other valuable and meaningful pieces of data. And that data may be, we scheduled an Uber ride for you, because you’re getting discharged later today. And I can see that we’ve already assigned you this care plan and you’re receiving education from Healthwise, which is another Salesforce partner. And you’ve already been engaging with your education and scheduled your next appointment.
Vocera Rounds provides value to other applications as well. For example, a hospital’s call center may look at data from our rounding tool to bridge the connection or communication from hospital to home.
Closing the Loop on Service Recovery
Health Cloud provides organizations the ability to build plans of care for patients. For example, if I’m a nurse, I can see I have the following tasks for a set of patients. Maybe they need to weigh themselves or watch the following video; or maybe I need to take an action as part of their care. Vocera Rounds could be an additional element that’s driving meaning for providers around garnering patients’ voices and identifying gaps in clinical care or in in the patents’ experience. It provides a way to facilitate and close the loop on service recovery.
Many Solutions, One Platform Driving Better Outcomes
The goal with rounding is to engage with the patient and their family members to better understand where they are within their journey, and to take that communication and extend it to the next event in that patient’s visit.
The value of Health Cloud is that you have all these solutions coming together on this one platform to provide organizations, at their fingertips, all these different ways to look at the patient experience, the patient journey, the patient’s story throughout the continuum of care.
Vocera Rounds on the Salesforce Health Cloud makes it easier to capture patient needs in real-time while providing a historical view of all prior rounds by patient, unit or caregiver.