The point of confusion and frustration for many patients comes at the point of discharge and continues into the days after they leave the hospital. Many patients are not fully engaged and may also be confused as to what exactly was wrong with them in the first place. Patients often forget or misunderstand important details about their care plans, and by the time they relay the information to their caregivers, much is already lost or misinterpreted. The simple fact is that while hospitals may be doing all they can to make sure patients experience a positive care transition, if a patient feels confused he/she is like going to be dissatisfied and even at risk for an adverse event.
The transition from care setting to home provides immense opportunity for providers to better connect and engage patients. We believe that care transitions occur not only at the point of discharge, but from the moment a patient is educated about his/her care instructions through the time he/she completes the necessary actions to stay on the path to wellness. Using products such as Voice, our post-discharge follow-up solution, and Echo, our recorded care instructions solution, providers send a strong message to their patients about how dedicated the organization is to ensuring better patient outcomes and experiences. This is the exact reason that when we implement readmission reduction programs through Voice we also see a major impact on satisfaction scores. The extra touch point between patient and care provider goes a long way in empowering the patients and providing clarity to an understandably overwhelming ordeal.
Using innovative healthcare solutions to create effective care transitions increases HCAHPS scores while improving patient outcomes. Providers should understand the options and benefits of providing a robust care transition program for their patients.