smartworks ® effectiveresponse training: call center national park medical center november 20, 2014
TRANSCRIPT
Training: Call Center
• 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
• Script/conversation to have with patients
• Review of the Call Center 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
• Ideally, this how patients are contacted the day after discharge
• Patients listed in the Call Center Module did not provide an email address or smartphone number, or they did not reply to a text message or email request to complete this survey
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
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
17
If the patient leaves a comment, it is noted that the comment will receive attention.
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).
Call Center “Script”
• Confirm that you are speaking to the patient, him or herself, or to the patient’s authorized representative.
• Since you cannot verify identity, do not provide information concerning the patient’s stay.
• “Thank you for visiting our Emergency Room, I would like to ask you five brief questions to document how you are doing and to learn about your experience.”
Patient Conversation
21
Call Center “Script”
• Please complete all 5 survey questions.
• NOTE: If the patient has serious issues, instruct him or her to call 911, return to the ER or see their primary care physician as appropriate.
• DO NOT set expectations for any follow-up resulting from any answers to the survey questions.
Patient Conversation
22
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The Call Center is a secure, web-based module.It will be useful to set up a bookmark or link on your browser.
You may access PHI via this module – please protect Usernames and Passwords accordingly.
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Your documentation of responses will generate email notifications to the clinical staff (Lance Lindow, Patsy Crumpton and Priscilla Couch).
Call Center
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
Survey Questions (notifications sent for answers in red)
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Call Center
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
Survey Questions (notifications sent for answers in red)
29
Call Center - Discussion
• What should I do if the patient reports receiving a text or email mentioning a survey?
−Ask if the patient can give you no more than 5 minutes to answer 5 simple survey questions or if they can find the time to answer the survey questions electronically sometime during the next 2 hours.
FAQs
30
Call Center - Discussion
• Should I press patients to see if they have any questions?
−No. This is a very high-level assessment designed to uncover major issues that may impact the healing or recovery of patients. Documenting minor answers will result in notifications to the clinical staff and that in turn may impact the quality of interactions they can have with other patients.
FAQs
31