My name is Heather Wood, and I am a CPXP (certified patient experience professional) and vice president of clinical innovation at eVideon. Over the last three plus decades I have worked in a variety of spaces within healthcare including public and community health where I got my start, as well as corporate wellness, hospital patient education, and healthcare technology. I have specifically worked in healthcare technology and patient experience for more than 20 years which has been a perfect fit blending my range of experience.
Patient engagement and improving the patient experience can mean many different things. What does it mean to you?
To me, because of my focus, it means using smart technology to provide personalized information along with very well-developed education, delivered to patients and their loved ones in order to improve their self-health efficacy, as well as their ability to have more meaningful discussions with their healthcare providers, and ultimately their ability to care for themselves as best as possible.
For the best possible outcomes, technology driven patient education and information should:
- Be delivered to the device the patient feels most comfortable using
- Share targeted information and education specific to the patient’s current stage of care, the information and education should include the ability to be repeated and shared. The information should be short, specific, digestible, and written at/about a 5th grade reading level and is available in the patients preferred language.
- Deliver education and information in real-time to maintain consistency and minimize the nurse’s burden. In doing so, nurses will have more time to provide quality bedside care – which will result in greatly improved patient experiences and when possible, better health outcomes.
- Offer easy access to relaxation and entertainment content in order to ease patient stress levels which allows for better rest and sleep, and overall facilitate a more positive experience.
- Be interoperable. All shared information must be a consistent and accurate across all technologies and come from the source of truth.
- Provide the ability for patients and loved ones to easily connect with technology so they can see and hear each other when they cannot be together. Given the pandemic, patient engagement should also prioritize patient interactions with their support systems. Video visits created just for healthcare are critical to care – especially for end-of-life and isolation.
- The ability to use technology to provide real time service recovery and offering service requests that go directly to the service line being requested, without adding to the nurse’s steps.
As you see it, what are the gaps or missed opportunities in patient engagement?
Patient engagement technology has become a “have to have” instead of what used to be a nice to have. The most significant gap is not all healthcare organizations, across the continuum of care, have invested in a technology platform that offers their patients, loved ones and their staff easy access to consistent, efficient and effective education, information, communication and entertainment/relaxation. Starting small is completely okay, having a solid technology platform to build on, with a partner who is willing to create with the healthcare team, is critical to easing clinical burden, improving patient experience, and health outcomes. Using a patient experience platform also improves the confidence patients, and the community have in the healthcare organization by demonstrating that they are using the most innovative ways to care for their patients.