The Comprehensive Care for Joint Replacement Model (CJR), CMS’ first mandatory bundled payment initiative, started on April 1st. The five-year program is mandatory for about 800 hospitals in 67 geographic regions. Becker’s Hospital Review has outlined 13 things that healthcare leaders must know to comply with and capitalize on this payment model, and avoid financial penalties.
CipherHealth’s digital solutions help hospitals succeed under CJR by coordinating care across different providers, and by enhancing the discharge and care transition processes. To learn more about how our products drive compliance with CJR, download our overview or view our slideshow.
As explained in a recent Modern Healthcare article, the American Academy of Family Physicians (AAFP) has asked CMS to push hospitals to more openly share patients’ medical records. The current lack of communication between hospitals and other healthcare facilities, AAFP notes, puts the patient at risk and frequently leads to readmissions that could have been prevented. Often, the release of important discharge information to the primary care physician does not occur at all.
To address this challenge, the AAFP is pushing CMS to finalize a rule revising discharge planning requirements. The rule, proposed November 2015, would better facilitate the exchange of medical records between family physicians and hospitals, and require hospitals to more quickly contact the patient’s physician after he/she is discharged to another care setting.
Still, some healthcare professionals do not believe that the CMS needs to get involved to enhance communication across providers. Jennifer Schleman, spokeswoman for the American Hospital Association, explains, “The most promising way to achieve communication is through interoperability among the multiple electronic health-record systems that can exist throughout the community.” Care providers must have products that seamlessly work together to exchange patient information and coordinate care.
In a healthcare landscape where reimbursements are increasingly tied to health outcomes and the quality of patient care, hospitals must invest in proven technologies to improve communication and coordination. To learn how CipherHealth’s patient engagement and care management solutions enhance the discharge process and communication across providers, contact us today.
The University of California, San Francisco (UCSF) and CipherHealth have launched a customizable care-management platform called View that aims to improve the quality of care for patients with complex health conditions. View combines CipherHealth’s patient engagement software platforms with evidence-based patient care plans to optimize the care experience and connect each member of the care team.
Gina Intinarelli RN PhD, executive director of Population Health and Accountable Care at UCSF Medical Center explains, “[View] enables us not only to understand longitudinal data for one patient, but also to visualize the types of care delivered to larger patient populations. It helps us know how to deliver the right care, in the right place, by the right person.”
Read the full press release to see how this partnership has helped UCSF enhance care coordination and improve the quality of care for its most complex patients.
Health care is evolving more rapidly than nearly any other industry. Growing technology and shifting federal regulations influence how patients engage with care, what patients expect of caregivers, and how patients perceive their experiences. Rather than impulsively invest in new technologies, successful organizations design programs centered on an understanding of patient needs, and informed by the relationships they have developed with each patient.
Succesfully Integrating Technology
CHI Franciscan Health (CHI-FH), an eight-hospital system based in Tacoma Washington, exemplifies this notion of “relationships first, technology second.” Leading the charge in health care innovation, the system developed a multidisciplinary team for virtual health services nearly ten years ago. The Virtual Health Team implements programs to increase patients’ access to care, minimize the need to travel for services, and mitigate workforce shortages. Despite the team’s passion for health care innovation, they emphasize that these programs should supplement and enhance, not replace, in-person visits.
One prominent accomplishment of the CHI-FH Virtual Health Team was becoming one of the first hospital systems to provide virtual urgent care to the public, allowing patients to access care 24/7 via phone or video chat. Since then, the department has added numerous programs and collaborated with other health care technology companies to enhance acute care, patient monitoring, patient engagement, and telehealth services. In 2012, the system partnered with CipherHealth to implement a post-discharge follow-up solution, Voice. After standardizing post-discharge outreach, CHI-FH added Orchid for digital rounding during inpatient stays.
Interviewwith Virutal Health Services’ Lana Adzhigirey
Lana Adzhigirey, Program Manager of Care Transformation at CHI-FH, spoke to CipherHealth about the driving forces behind virtual health at CHI-FH, their achievements so far, and goals moving forward.
CH: Can you briefly describe the mission and work of the Virtual Health Team?
Lana: We are a multidisciplinary team of physicians, analysts, IT staff, and nurses all coming together to create a solution. We are really dedicated to challenging the status quo of health care, but we focus on relationships first, whether that’s with people in the health care system, outside of the system, or patients. We have found that technology helps, but it doesn’t achieve the same results if you don’t have the relationships to support it.
CH: What prompted the decision to create the Virtual Health Team, and what challenges were you hoping to address with this initiative?
Lana: We had some visionary leaders in the system that embraced health care innovation early on. I think partially why virtual health is so important and pivotal is because we’re uncertain about the future of health care. It is important that we are prepared and have permission to be creative. With this program, we have permission to dream and to be creative. We need to be nimble for the future of health care, whatever that future will bring.
CH:What are some of the successes have you seen since implementing virtual health services?
Lana: With virtual health, we’ve been able to diversify the way we provide health care to meet the needs of the patients where they are instead of where we are. One of the blatant successes that we’ve seen is with the diabetes management program. By having someone monitor patients’ blood glucose values in real time and call them if needed, we really helped the patients. A lot of patients lost weight and really turned their lives around. When we talk to them, it’s not about the technology or the applications, it’s about the relationship they’ve formed with the educator.
CH: What specific goals did the organization have when partnering with CipherHealth to enhance the offerings of the virtual services?
Lana: Our ultimate goal with the CipherHealth products was to address patients’ needs immediately. We embrace the golden standard around patient rounds and follow-up phone calls. Until we had Voice and Orchid, these processes were cumbersome and involved a lot of paper trails. With Voice, we were able to scale the program quickly, so instead of a few units using the follow-up calls, the entire system was using this best-practice. With Orchid, the goal was to improve patients’ experiences when they were in the hospital. Instead of catching issues on the backside, we’re proactively resolving issues and improving patient stays.
CH: What impact has Orchid had on the rounding process at CHI-FH?
Lana: I was most impressed with the customization piece of Orchid. When we piloted, one of our units decided to focus specifically on the pain management question. After a period of time, we saw that when we pulled up reports for that unit, patient responses were significantly more positive for pain management than they were before the pilot. With Orchid, we’ve been able to standardize our rounding process, which is important as health care systems grow.
As illustrated by the success of CHI-FH, technology is not the silver bullet to replace collaboration and strategic decision-making. “A tool is a tool, but the program that you develop around that tool is what drives results,” Adzhigirey explains. “It takes a lot of work, analyzing the data, creating specific goals, and then working toward those goals.” At CHI-FH, this passion for innovation, willingness to adapt, and commitment to meaningful relationships, has allowed the system to provide high-quality care to patients whenever and wherever it is needed.
Healthcare providers are frequently turning to new technologies to keep patients engaged in their care. While such tools may enhance the patient experience, clicking a mouse or logging into a portal is not indicative of active patient engagement. Kyra Bobinet, a consulting faculty member of the Stanford School of Medicine, explains that these shiny new tools leave only fleeting, surface-level impressions. Technology, alone, is not the silver bullet to building lasting relationships with patients or engaging them in their care.
What Bobinet cites as the most critical factors of patient engagement are motivation and emotion. Caregivers can only connect with patients on a deeper level when they understand the factors that lead to excitement, the moments that elicit fear, and the words that bring comfort. When providers understand what truly resonates with patients, they can develop effective products and programs to make patients an active part of the care process.
CipherHealth recognizes that technology should be used to enhance personal connections between patients and caregivers, not foster impersonal experiences. Orchid, CipherHealth’s digital rounding solution, encourages purposeful touchpoints, helping staff communicate clearly with patients and encouraging patients to ask questions or express concerns. The patient’s feedback is not simply a means to complete a checklist, but instead is used to drive organization-wide improvements and influence the way care is delivered to each patient.
When patients return home from the hospital, they will not remember the high-tech gadgets used by their caregivers. What sticks with patients is how well the care team listened, and responded, to their individual thoughts and feelings. This doesn’t mean that providers should abandon technology, as it is a critical component in delivering high-quality care. Rather, providers must find the tools that enable an ever greater level of connection with their patient populations.
Contact CipherHealth today to understand how you can capitalize on technology to build meaningful patient engagement.
We have passed the age where a patient’s engagement with his or her healthcare consists of a recommended annual “check up,” the bulk of which may be spent in the waiting room. Patients are actively seeking to understand their health and now expect deeper connections with their care providers. A recent Deloitte survey uncovered the three key areas where patient engagement is seeing the greatest momentum. Continue reading “3 Key Areas for Patient Engagement” »
To understand and improve care services, organizations must leverage each touchpoint with patients. Rounding on patients, a key point of engagement, provides the information necessary for quick issue resolution and long-term service improvements. Below, we’ve listed three simple tips for successful rounding.
1.Round on every patient. Give every patient the opportunity to bring up concerns, questions, or issues that nurse leaders or managers can answer on the spot.
2.Resolve patient issues quickly. Issue resolution is the #1 driver of the patient experience (and subsequent overall HCAHPS results). Utilize automatic alerts that can be sent to other departments in real time so that care staff does not have to interrupt their rounds to send an alert. Notify the care staff when the issue has been resolved.
“Wow” your patients with real-time issue notification and quick resolution.
3.Use rounding data to drive improvements. According to the University Health Consortium, data collection and analytics allow hospital executives and stakeholders to address common patient concerns and issues before they arise. In other words, be proactive and not reactive based on the results of the data you collect.
For more strategies on effective patient rounding, or for a demo of our digital rounding tool, contact us today.
Most healthcare organizations would rank improving the patient experience as one of their top priorities for both the short and long term. However, there is often a large contrast between what healthcare providers think would positively impact the patient experience and what patients report as their top choices for improvements.
A 2012 HealthLeaders Media survey asked hospital executives what changes to the inpatient stay would have the biggest impact on improving the patient experience. The top recommendations were interactive bedside computers, quiet time to ensure rest, new facilities, private rooms, and food on demand. However, the results of ongoing CMS satisfaction scores report that what patients desire most are cleaner rooms, friendly staff, greater respect, improved communication, and attentiveness to their needs and concerns.
These contrasting ideas on patient satisfaction are preventing care providers from delivering the highest quality of care to patients. According to HealthLeaders Media, 84% of healthcare leaders rank patient experience among their top three priorities, but 58% report that they have not made specific patient experience investments. When only half the country is actively looking for ways to understand and act upon patients’ priorities, there is a lot of room for improvement.
Improving the patient experience is a clear goal for hospitals in order to provide a higher quality of care, ensure satisfied patients, and avoid CMS penalties for low patient satisfaction scores. But all too often, providers don’t have the necessary level of insight into patient’s feedback on the inpatient stay to make informed and effective improvements.
For healthcare organization to make a real impact on the patient experience they must first identify exactly what patients find to be the most important aspects of their care. While better food options and technological facilities might be important to patients, something as simple as taking the time to talk with them might be more important. Collecting and analyzing data through rounds or calling patients after they leave the hospital are two straightforward ways to gain real-time insight into patient perceptions.
If organizations are going to prioritize improving the patient experience in the short or long term, executives will need to identify solutions for helping them understand and improve their unique offerings and experiences. For more information on how we can help reach your patient experience goals, contact us today.
NEW YORK, Aug. 11, 2015 /PRNewswire/ — Shannon Medical Center has made tremendous strides in reaching new patient satisfaction goals set forth by its leadership team after partnering with leading healthcare technology company, CipherHealth.
At the heart of patient satisfaction there is a process called rounding, whereby nurses monitor vital signs, address concerns, and document progress, among other key benchmarks of care. To address patient satisfaction goals, Shannon Medical Center looked to upgrade their rounding process through the implementation of a new digital rounding tool called Orchid.To read the full release, click here. To schedule a demo on our innovative rounding solution, Orchid, click here.