SMARTworks® EffectiveResponseTraining: Patient Registration

National Park Medical CenterNovember 20, 2014

Training: Patient Registration

• Objectives of the patient follow-up program

• Overview of how SMARTworks® EffectiveResponse works

• Script/conversation to have with patients

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

• 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 Registration “Script”

• Need the number of your “smartphone” (the phone with internet access/data capability)

• Need the email address for the email that “you always check”

• Why?...Because we will use it to send you a brief, 5-question survey to find out how you are doing and what you thought of the ED experience at NPMC

• DO NOT set expectations for any follow-up resulting from any answers

• DO NOT set expectations for phone calls if patient does not reply electronically

Patient Conversation

5

Stakeholders at NPMC

6

Enter smartphone number in either the “Home Ph” or “Other Ph” field. Enter only numerical digits (format: XXXXXXXXXX).

Enter email address in the appropriate field.

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

Patient Survey

8

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

Patient Survey

9

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

Patient Survey

10

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

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

Patient Survey

11

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

Patient Survey

12

Patient can add comments as appropriate.

Patient Survey

13

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

14

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

Patient Survey

15

Patient can add comments as appropriate.

Patient Survey

16

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

Patient Survey

17

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

Patient Survey

18

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

Patient Survey

19

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

Patient Survey

20

Patient can add comments as appropriate.

Patient Survey

21

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

Patient Survey

22

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).

Questions?