Raising HCAHPS is a goal shared by most care providing facilities. Can something as simple as engaging patients through interactive TVs and mobile devices actually make an impact? Here’s six ways these systems work quickly to influence HCAHPS.
1. Communication and patient requests
Interactive tools make it convenient and easy for patients to communicate without having to use the nurse call button. For example, a patient could request pastoral care or assistance from financial services using the interactive system eliminating the need for the nurse to call or enter the order in the EHR. Clinical staff can also get feedback from patients about items like pain levels or education comprehension, so they are better prepared for meaningful interaction with the patient.
2. More autonomy for patients to resolve own issues
Patients become frustrated waiting for answers or solutions—especially to simple issues. An interactive system allows patients to be engaged. They can find the Wi-Fi password and visiting hours, order a snack, know their activity schedule for the day or even change the temperature or dim the lights without getting out of bed.
3. Medication education
An interactive education library gives patients continuous access to medication information. They can learn at their own pace, at the time they feel up to engaging, review information anytime, and have more meaningful, informed conversations with their care teams about their medications.
Interactive systems offer comforting and distracting content—like music, relaxation channels, or even white noise—changing the environment from irritating to peaceful. And a quality interactive system should leverage technology already in the room, like the TV, and not add another noisy computer.
5. Discharge checklists and transition care planning
Interactive systems aid patients in discharge and care planning with checklists, interactive education, and convenient access to post-admin care providers. Patients have increased participation and more access to information about their care post-discharge.
6. Service recovery
More frequent communication with patients means potential issues can be known and addressed before they become memorable problems influencing the patient survey response. Feedback tools, patient request features and expanded messaging options keep those providing care more connected to the person experiencing it.