smartworks ® effectiveresponse training: clinical staff – responders national park medical center...

SMARTworks® EffectiveResponse

Training: Clinical Staff – Responders

National Park Medical CenterNovember 20, 2014

Training: Clinical Staff Responders

• Objectives of the patient follow-up program

• Overview of how SMARTworks® EffectiveResponse works

• Review of the Patient Survey – the experience that patients will have with SMARTworks® EffectiveResponse

• Notifications – Alerts received via email by the Clinical Staff Responders

• Overview of the Active Issues Manager (AIM) Module

• Questions

Agenda

2

Training: Patient Registration

• Improve patient satisfaction with care

• Enhance patient well-being

− Detect failure to improve

− Address any questions or aftercare problems

• Catching patients who we are not reaching today

• Provide organizational feedback

Objectives – Why This Program is Being Rolled Out

3

EffectiveResponse Overview

4

Generates Monthly Feedback Reports

SMARTworks®

EffectiveResponse

Daily Data Upload from Meditech EHR

Nurse Manager Addresses Any Reported Patient Concerns

First Layer

Text/Email Contact with Patient

Second Layer

Call Center Contact

with Patient

Patient Survey(This How Patients Are Contacted the Day After Discharge)

Patient Survey

6

Patient receives a text or email message inviting them to click on a secure link

Patient Survey

7

The first screen is a click-thru acknowledgement that the survey is not a substitute for care.

Patient Survey

8

Question #1 checks on the patient’s well-being.

(We hope to learn that the patient feels the same or better.)

Patient Survey

9

If the patient reports feeling worse they receive a “pop-up” instruction to contact their doctor or return to the ER.

Patient Survey

10

Patient can add comments as appropriate.

Patient Survey

11

Question #2 is a general question to check the patient’s understanding of discharge instructions, home care, medications and follow-up appointments.

(We hope to hear that the patient has no questions.)

Patient Survey

12

If the patient reports having a question, they receive a “pop-up” instruction to call their doctor for answers.

Patient Survey

13

Patient can add comments as appropriate.

Patient Survey

14

Question #3 asks the patient to rate the nursing staff.

Patient Survey

15

Question #4 asks the patient to rate the medical staff.

Patient Survey

16

Question #5 asks the patient to share anything else about their experience.

Patient Survey

17

If the patient leaves a comment, it is noted that the comment will receive attention.

Patient Survey

18

Patient can add comments as appropriate.

Patient Survey

19

The final screen provides a link to National Park Medical Center’s portal – My Health Record.

Patient Survey

20

With a single click, the patient is with the log-in screen of My Health Record.

(Note that the patient can click on the “Register” tab if they have not been issued a User ID or Password).

Responder Role

• When patients answer a survey question that triggers a notification, email messages will be sent to:

− Lance.Lindow@npmchs.com− Patsy.Crumpton@capellahealth.com− Priscilla.Couch@capellahealth.com

Notifications

21

Responder Role

• A typical notification email will look like this. The patient, his or her complaint/ diagnosis and how to contact the patient will be presented.(Note that this is a sample and not an actual NPMS email.)

Notifications

22

Responder Role

How are you feeling today compared to when you were seen in the ER? Better Same Worse

Do you have any questions about your discharge instructions, including your home care, medications, or follow-up appointments? No Yes

Please rate the nursing staff by the level of care and concern they provided. Very High High Average Low Very Low

Notifications (only notified for responses in red)

23

Responder Role

Please rate the doctor by the level of care that he or she provided.   Very High High Average Low Very Low

Would you like to add anything else about your experience? No Yes

Notifications (only notified for responses in red)

24

Clinical Responder - Discussion

• Are you going to be over-run with notifications?

−No.Typicallyonly 5%of patientswill requireattention.

FAQs

25

AIM Module Review

AIM Module

• The Active Issues Manager (AIM) module facilitates closing-the-loop with patients.

• You may access PHI via this module – please protect Usernames and Passwords accordingly.

• Patient responses that triggered a notification email may be quickly reviewed.

• If you have called the patient you can simply close the message.

• Email follow-up should not be used for anything of clinical significance (patient may not check email, email address may be wrong, etc.)

Overview

27

AIM Module

• If the patient has not provided an email address or a smartphone number (so that the patient may be contacted via text), you will need to “close the loop” with patients via a phone call.o In those cases the issue will be identified as

“Callback” and the categorization options will not be listed.

Overview

28

AIM Module

29

Log in to the AIM Module at https://s.smart-er.net/AIM/index.html

AIM Module

30

A patient has entered a response to a survey question that triggered a notification – this is an “active issue.”

AIM Module

31

Opening the issue provides the details as to the patient’s comments.

AIM Module

32

Clicking the “Categorize” button presents a collection of common response templates.

In this case, one would select the “Housekeeping

– Complaint” category.

AIM Module

33

You are presented with a template email that may be edited if required. Clicking the “Send” button sends the email to the patient.

Clinical Responder - Discussion

Comfort/BedThank you very much for sharing information about your recent visit to National Park Medical Center. Please accept my apologies for your negative experience. I have reviewed your comments regarding how uncomfortable you were in the Emergency Department and will use this feedback to seek opportunities to improve our performance in this area. We always aim to provide our community with a top-notch healthcare experience.   Thank you for taking the time to offer your feedback.  We value your opinion and appreciate your choosing NPMC for your family’s healthcare needs. Lance Lindow, RNNPMC Emergency Department ManagerLance.lindow@npmchs.com

Typical AIM Module Email Template

34

AIM Module

35

The active issues have now been cleared.

Questions?

Support Assistance from Standard Register Healthcare:Standard Register Support Line (M-F, 7:00am-7:00pm Central Time)1-800-333-7782Option 2 – Software Support Group

After-Hours Service Desk (Emergencies)1-888-598-8200Option 6 – SMARTworks EffectiveResponse

DSGHelpDesk@StandardRegister.comNon critical support requests