juvo patient risk management and patient experience …...juvo patient risk management and patient...

Juvo Patient Risk Management and Patient Experience Workflow

2018 Midas Symposium – September 16-20 – Tucson, AZ 1

Midas Annual Symposium September 16 – 20, 2018 Tucson, Arizona 1

Midas Annual Symposium | September 16 – 20, 2018

Westin La Paloma Resort & Spa Tucson, Arizona

Midas Health Analytics Solutions

Melanie SchiefferProduct ManagerPatient ExperiencePatient Risk Management


Heidi FilterSolutions Advisor


• understand Juvo workflows with embedded functionality,

• identify similarities of design across Juvo module forms, and

• escalate events from Juvo Patient Experience to Risk Management.

Objectives

After completing this session, you will be able to




Workflows

It is the start of the workday at Midas Health System. Our Patient Experience Coordinator and Patient Risk Manager have logged into Juvo to start their day.

While many aspects of these roles are different, in Juvo their base workflows are very similar:

• Access, sort, and filter worklist to manage work

• Record investigative documentation and referrals in the event

• Cover staff absences by easily adjusting worklist filters


Patient Experience Workflow




Patient Risk Management Workflow


Patient Experience WorklistAccess, Sort, and Filter to Manage Work




Patient Risk Management Access, Sort, and Filter to Manage Work


Embedded Functionality

In each of these modules you will find functionality that is activated or hidden based on branching logic and rules.

This allows for the capture of additional relevant information when appropriate without requiring that users view all fields at all times.




Patient Experience

• Service Recovery– Client-controlled system parameter defines the use of the

service recovery functionality• Yes = Service recovery question shows on General tab and a yes response to the

Service recovery question on the General tab activates the Service recovery tab

• NO = Service recovery question and tab are hidden on all Patient Experience event forms

– A Service Recovery Item dictionary allows the client to define goodwill gestures they use in their organization along with the dollar value and effective dates of each item

• Appeals Process Tracking– Allows the client to track any review conducted after an event

has been closed– Provides for separate tracking of the initial event and appeal

process


Service Recovery Setup




Service Recovery Form

Items with pre-set value display that value and

calculate total dollars given based on quantity entered

Distributed item for capture of rare gestures does not require a pre-set value.

Allows for manual entry of item description and individual item value while still

displaying total dollars given based on values entered

All items entered in the grid are calculated in the Total dollars given

for this event field


Appeals Process Tracking




Appeals Process Tracking


Patient Risk Management

AHRQ Common Format elements• Distributed Risk event forms are based on AHRQ Common

Formats for Acute Care version 1.2

• Fields and associated dictionaries provide standardized data capture for ease of benchmarking and reporting to Patient Safety Organizations

• Individual questions on the distributed Risk event forms can have branching logic in the background that will answer 2-3 questions found in the AHRQ Common Format documents

• Several of the distributed Risk event forms are designed to capture multiple events, such as a Healthcare-Associated Infection along with a Surgical Site Infection. Instead of completing two separate forms, either form can trigger another tab to capture the additional information.




AHRQ Common Format Example

One question on the distributed Device form answers two

AHRQ questions


Branching Logic for Multi-event Data Capture

Responses to questions on one event form can trigger the appearance of other event tabs for additional data collection

• Healthcare-associated Infection evento Surgical or Anesthesia tab

• Surgery or Anesthesia evento Device / Medical Surgical Supply tab

o Healthcare-associated Infection tab

o Medication or Other Substance tab

• Medication or Other Substance evento Device / Medical Surgical Supply tab

• Device / Medical Surgical Supply evento Medication or Other Substance tab




Branching Logic Example

Responses to questions on the HAI form

triggered the Surgery or Anesthesia tab for

additional data collection


Similarities of Design: Main Application

Staff entering and working events for Patient Experience and Patient Risk Management in the Juvo main application will find a similar flow to the event forms.

• Encounter and Patient details across the top

• Form name and ID in common location

• Common form layout

• Tabular structure – tabs relevant to investigative activities are visible• Service recovery

• Referrals

• Additional tabs for multiple-event risk entry (e.g., HAI with SSI)

• Vertical and horizontal scroll bars




Main Application Detail ScreensEntity details, such as encounter, patient, provider, or facility information

Work Item details

Encounter and Event details, including

Work Items, interfaced data, and

generated documents

Event form functions, including print to PDF, overall form attachment,

export to Excel, and module-specific functions such as Request Risk Event


Module Form Layout




Patient Experience Event: Main Application


Patient Risk Management Event: Main Application




Common Layout for Referral Tab


Similarities of Design: RDE

Frontline staff entering events through Remote Data Entry (RDE) for Patient Experience and Patient Risk Management will find a similar flow to the event forms.

• Limited Encounter and Patient details across the top

• Form name and ID in common location

• Common form layout

• Tabular structure – tabs not relevant to frontline staff are hidden

• Vertical and horizontal scroll bars

• Event submission buttons in common location

• Successful submission notice

• Ability to add another event for same encounter or patient without re-entering the search information




Patient Experience Event via RDE


Patient Risk Management Event via RDE




Escalation from Patient Experienceto Patient Risk Management

Our Patient Experience Coordinator has been working a Grievance event that upon further investigation may need to be escalated to the Risk Manager.

The Patient Experience Coordinator can do this in the Patient Experience event form by initiating a Request Risk Event form, then can continue to work the Patient Experience event until he or she hears back from the Risk Manager.

If the Risk Manager agrees this needs to be handled as a risk event, he or she can provide a response to the Patient Experience Coordinator and initiate a new Risk event right from the Request Risk Event form.

Initiate a Request Risk Event




Risk Manger Notified of Request Risk Event Work Item


Review and Respond to the Request

We will take this event into Risk Management

Please continue to work this event and update us if

the situation escalates




Initiate a New Risk Event

System automatically completes “add work

item” wizard steps and brings to you

select an event form


Risk Manager has New Risk Event on Worklist




Request Risk Event Work Item Closed on Risk Manager Worklist


Patient Experience Coordinator Notified of Request Risk Event Work Item




Review Response from Risk Manager


Update Patient Experience Event for Closure




Event and Request Work Items Closed on Patient Experience Coordinator Worklist


Midas Annual Symposium | September 16 – 20, 2018

Westin La Paloma Resort & Spa Tucson, Arizona

Midas Health Analytics Solutions

Thanks for attending!

Any Questions?

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Melanie [email protected]

Heidi [email protected]

juvo patient risk management and patient experience …...juvo patient risk management and patient...

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