Spok Holdings, Inc. · NASDAQ:SPOK
Spok — Improving Patient Satisfaction With Technology webinar (November 2014)
37 slides from Spok's conference presentation, Nov 5, 2014
Slide 1: Improving Patient Satisfaction With Technology
IMPROVING PATIENT SATISFACTION With Technology A Series of Workflows
Slide 2: Presenters
CRISTIN O’BRIEN Clinical Marketing Manager GERARD SHALLO Director of Product Marketing
Slide 3: About Spok: Critical Communications Leader
ABOUT SPOK: CRITICAL COMMUNICATIONS LEADER • Decades of experience managing healthcare communications • 98% customer satisfaction scores • Financially viable, growing company • Trusted by top names in healthcare
Slide 4: The Best Adult and Children's Hospitals Choose Spok
THE BEST ADULT AND CHILDREN’S HOSPITALS CHOOSE SPOK 4,743 183 ADULT HOSPITALS CHILDREN’S HOSPITALS SURVEYED SURVEYED 17 QUALIFIED 10 QUALIFIED for “HONOR ROLL” for “HONOR ROLL” ALL USE SPOK SOLUTIONS ALL USE SPOK SOLUTIONS Source: U.S. News & World Report’s Source: U.S. News & World Report’s “Best H
Slide 5: Patient Satisfaction
PATIENT SATISFACTION Beyond clinical excellence, how do you provide a positive patient experience? Why does it matter?
Slide 6: Patient Satisfaction
PATIENT SATISFACTION • Hospitals have been tracking it for years – Avatar, Press Ganey, HealthStream, etc. • Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) – Implemented 2006, reporting started 2008 – Now HCAHPS scores used in Hospital Value- Based Purchasing program – 10 ques
Slide 7: Seven Strategies to Improve Patient Satisfaction
SEVEN STRATEGIES TO IMPROVE PATIENT SATISFACTION 1) Give patients a fast, smooth admittance process 2) Communicate test results promptly 3) Respond quickly to the patient 4) Coordinate provider communication 5) Promote a quieter, more restful healing environment 6) Keep the patient’s family updated
Slide 8: Admittance
ADMITTANCE 1) Give patients a fast, smooth admittance process Transport Housekeeping Nurses Bed Management Physicians
Slide 9: Patient Admit - Physician Communications
PATIENT ADMIT - PHYSICIAN COMMUNICATIONS TRADITIONAL WORKFLOW ED physician and attending physician need to discuss Admissions staff patient’s case updates ADT system Nurse asks operator to page attending physician COMMUNICATION BREAKDOWN ED physician and attending Physician is unavailable physician
Slide 10: Patient Admit - Physician Communications
PATIENT ADMIT - PHYSICIAN COMMUNICATIONS WITH Patient Admit Patient ID: 1234567 Patient Name: Michael Tobin Admissions staff Admit notification is sent to the Location: Room 532 updates ADT system attending physician’s smartphone Admitting Physician: Gloria Mendes, MD Attending physician gathers inf
Slide 11: Patient Admit - Nurse Communications
PATIENT ADMIT - NURSE COMMUNICATIONS WITH Patient Admit Patient ID: 1234567 Patient Name: Michael Tobin Patient is admitted and nurse is Nurse acknowledges message Location: Room 532 notified on smartphone Admitting Physician: Gloria Mendes, MD Nurse completes assessment System logs message receipt
Slide 12: Information Sharing
INFORMATION SHARING 2) Communicate test results promptly Lab Results Radiology Results Critical Non-critical
Slide 13: Why Are Test Results Delayed?
WHY ARE TEST RESULTS DELAYED? • Notifications are largely a manual processes – Phone tag – voice mails, faxes, etc. – Manually track notifications – Manual data entry
Slide 14: Critical Test Results
CRITICAL TEST RESULTS TRADITIONAL WORKFLOW Results are critical Physician recommends patient has chest x-ray Radiology tech attempts to contact ordering physician COMMUNICATION BREAKDOWN After some phone tag, Treatment begins Radiologist speaks with the ordering physician about the patient
Slide 15: Critical Test Results
CRITICAL TEST RESULTS WITH Results are critical Physician recommends patient Results are entered has chest x-ray The patient’s physician into Spok must be notified Results are sent immediately to Attending physician takes the physician’s device and immediate action includes audit trail
Slide 16: Speeding Critical Test Results
SPEEDING CRITICAL TEST RESULTS Tuomey Regional Medical Center Sumter, SC • Improved patient care and sped treatment and discharge with faster communication of test results and incidental findings • Reduced time physicians wasted calling around for test results or clarifications • Developed a communi
Slide 17: Patient Requests
PATIENT REQUESTS 3) Respond quickly to the patient Glass of water Pain medication Go for a walk IV Is beeping Short of breath
Slide 18: Nurse Call Request
NURSE CALL REQUEST TRADITIONAL WORKFLOW Patient presses nurse call button Staff begins to track Request goes to nursing station down the nurse COMMUNICATION BREAKDOWN Nurse follows up with When able, the nurse goes appropriate action to patient’s room COMMUNICATION BREAKDOWN
Slide 19: Nurse Call Request
NURSE CALL REQUEST WITH Ms Avery 523 requesting more pain Patient presses nurse call button. control Notification is automatically sent Nurse calls patient to determine to nurse’s smartphone with need (pain) I’ll enterNurse an orderCall Request: patient’s room number. 7523 Thx! Patient receives medi
Slide 20: Patient Requests
PATIENT REQUESTS Lake Norman Regional Medical Center Mooresville, NC Two-way communication between nurse and patient, with escalation rules and an audit trail "We wanted to improve nurse responsiveness. It was one category on patient surveys that repeatedly showed an opportunity for increased satisf
Slide 21: Providers
PROVIDERS 4) Coordinate Provider Communication “U.S. hospitals waste more than $12 billion annually from communication inefficiencies among care providers.” - Agarwal, R., Sands, D.Z., Schneider, J.D. (2010) Quantifying the economic impact of communication inefficiencies in U.S. hospitals. Journal o
Slide 22: Coordinating Provider Communications
COORDINATING PROVIDER COMMUNICATIONS Nursing staff Physician-to-physician Code Calls
Slide 23: Before Spok
BEFORE SPOK Over communicate to ensure proper response Inefficient phone trees Manual Paging among 30 Balloon Successful Heart Attack Wasted Time people Manual Phone Tree Unconfirmed Responses RESPONSE TEAM • Attending cardiologist • ER shift coordinator • Cath lab staff • Cardiovascular coordinator
Slide 24: The Code STEMI Alert: With Spok
THE CODE STEMI ALERT: WITH SPOK Heart Attack Use e.Notify to Staff Respond e.Notify Manages Balloon Successful Deploy Code w/Availability Response & Escalation RESPONSE TEAM • Cardiovascular coordinator e.Notify • Cath lab staff • ER director • Logic for on-call calendar • House supervisor • Cardiov
Slide 25: Speeding Critical Test Results
SPEEDING CRITICAL TEST RESULTS IU Health Goshen Hospital Goshen, Indiana • Streamlining their average door-to-balloon time for heart attack patients • Reduced average door-to-balloon time from 129 minutes to 68 minutes “For code STEMIs, there were a multitude of calls being made that didn’t need to
Slide 26: Quiet Time
QUIET TIME 5) Promote a quieter, more restful healing environment Silence squeaky wheels Promote inside voices Reduce overhead pages Less hallway conversation
Slide 27: Patient Alarm - V-Fib Alarm
PATIENT ALARM - V-FIB ALARM TRADITIONAL WORKFLOW Nurse hears the alarm and runs Patient monitor alarm goes off to patient room—realizes it’s a V-fib alarm COMMUNICATION BREAKDOWN Care team runs to patient room Nurse calls for other staff nearby to begins defibrillation to assist COMMUNICATION BREAKD
Slide 28: Patient Alarm - V-Fib Alarm
PATIENT ALARM - V-FIB ALARM WITH Nurse receives urgent priority Patient monitor V-fib alarm V-fib alarm on smartphone and goes off calls for staff assistance on the Urgent: way to the patient room V-Fib alert Room 203 Nurse and team arrive in patient room quickly and begin defibrillation
Slide 29: Quiet Time
QUIET TIME Maple Grove Hospital Maple Grove, MN Routes all nurse call requests and patient monitoring equipment alarms and alerts to the right individual’s mobile device "One of the significant effects of this approach, and one of the most frequent patient comments we receive, is how noticeably quie
Slide 30: Patient's Family
PATIENT’S FAMILY 6) Keep the patient’s family updated
Slide 31: Patient's Family
PATIENT’S FAMILY “She’s out of the ER and into a room…” Family members given iPad in waiting room, loaded with messaging app. Can browse the web, check email, and be notified of status changes for their loved ones.
Slide 32: Discharge
DISCHARGE 7) Speed the discharge process Nursing Transport Housekeeping Infection Control Pharmacy
Slide 33: Speeding Patient Discharge
SPEEDING PATIENT DISCHARGE Tuomey Regional Medical Center Sumter, SC “During the three months immediately following implementation, we saw an 11% improvement in patient discharge times.” - José Bennett PACS Administrator
Slide 34: Speeding Patient Discharge
SPEEDING PATIENT DISCHARGE TRADITIONAL WORKFLOW Attending physician writes note Patient is ready to be discharged stating “OK to discharge pending approval from…” Patient waits until approval is Nurse has to track down the received, and is eventually specialist indicated by the discharged attending
Slide 35: Speeding Patient Discharge
SPEEDING PATIENT DISCHARGE WITH OK to discharge Jane Smith in 421? Attending looks up and messages Patient is ready to be discharged specialist to get discharge approval Fine by me Thx! Nurse messages attending physician for instructions
Slide 36: Summary
Summary Coordinate staff required for patient admissions and discharge with automated messaging Route nurse call requests, patient monitoring equipment alarms, and alerts to the right individual’s mobile device Automatically notify ordering providers when test results are ready Reduce noise with sec
Slide 37: Questions?
QUESTIONS? gerard.shallo@spok.com cristin.obrien@spok.com
Spok Holdings — Improving Patient Satisfaction With Technology webinar (November 2014) on 6ix