Healthcare facilities are shifting their priorities from quantity to quality, with a growing emphasis on investing in integrated patient care. Visual displays have been proven to enhance patient satisfaction.
Healthcare organizations are constantly seeking effective strategies to improve the patient experience, as it has been linked to increased profitability and higher ratings on patient satisfaction indicators like the Hospital Consumer Evaluation of Healthcare Providers and Systems (HCAHPS). In fact, a 2016 Deloitte survey found a positive correlation between financial performance and patient experience, even after adjusting for other factors.
Texas Health Resources, like many other large healthcare systems across the country, is prioritizing the patient experience and searching for innovative ideas to enhance patient satisfaction and engagement. The HCAHPS survey covers 27 categories, including hospital cleanliness and patients' willingness to recommend the facility to others. However, most of the questions focus on patient-provider communication, such as the quality of interactions with doctors, nurses, and other clinical staff, staff responsiveness to queries and requests, and communication of discharge information. These are areas where technology can play a significant role in improving patient satisfaction, including the use of specialized display options, according to Stan Swiderski, Strategic Healthcare Account Manager at Sharp NEC Display Solutions
He noted that "so many of these significant challenges are predicated on straightforward communication." "It involves ensuring that a patient understands what is happening, is able to interact with personnel, and can get questions answered. Improving HCAHPS should be a top goal given that value-based buying penalties have reached 2%, of which 1/2% is entirely based on HCAHPS performance, putting $1,000,000 on the line for a hospital with $200 million in Medicare revenue every year based solely on HCAHPS performance. Particularly because all of these things can be with creative signage and visual displays, the issue is very readily resolved.
Patient communication
Texas Health Resources has taken significant steps to improve communication within their healthcare system, according to Padden. One of their successful trial programs involved using kiosks for check-ins at breast centers, which received positive feedback from patients. This convenient feature allows patients to bypass the front desk and directly check-in for their mammography, improving the patient experience.
Point-of-care technology upgrades like digital check-ins are becoming more common, says Swiderski. Patients want hospital check-ins to be as easy as shopping online. Upgrades like status updates and visual displays can provide patients with information on their progress, making them more invested in their procedure. Padden shared her own positive experience with a large display in the waiting room during her cataract surgery. Her sister was able to track her progress using a unique identifying number, which improved their waiting experience.
However, Padden's sister had a poor experience during her own cataract surgery at a different facility. The lack of similar technology made her feel misinformed and altered her perception of the care she received. Swiderski explains that patient satisfaction ultimately comes down to making patients and their families feel informed and not forgotten. Using displays and other forms of communication can improve the patient experience beyond just the waiting room.
New communication points
Keeping patients safe and informed is crucial in healthcare, and electronic whiteboards are a popular tool for achieving this goal, according to Swiderski. Nurses appreciate the ease of updating patient information without having to manually write on a whiteboard during their shifts. Patients also value having access to accurate and up-to-date information, which is especially important since many electronic whiteboards can connect to the central nursing station. This allows nurses to silently communicate with specific patients while monitoring all patient beds.
Electronic whiteboards can also be customized to display information in different languages, making it easier for non-English speaking patients to understand their care. In addition, other types of signage, such as digital doorway signs, can be used to communicate important information to hospital staff. For example, a sign placed outside a patient's room can remind workers not to serve them dinner if they are scheduled for surgery the next day. Avoiding food before surgery is critical, and such signage can help prevent costly delays and extended hospital stays.
Figure 1: The cause-and-effect flow to HCAHPS
One common issue in hospitals is the incorrect assumption that the hospital is keeping track of a patient's schedule and dietary restrictions. This can result in patients unknowingly consuming meals that they shouldn't, leading to extended hospital stays and decreased satisfaction. While this may seem like a small issue, it can have a significant impact on patient outcomes and experiences. By improving communication and care coordination, hospitals can take actionable steps to enhance patient care and satisfaction.
Investing in patient satisfaction
When hospitals and health systems search for innovative ways to enhance the patient experience and recover reimbursement money, they often overlook basic technology like high-resolution visual displays. This is a grave mistake, according to Swiderski, as there are many opportunities to address minor irritations that can lead to lower HCAHPS ratings. Modern technological advancements now allow healthcare organizations to securely and conveniently exchange information with patients and their families in a variety of situations.
The right visual display can help streamline essential information and free up staff to engage more directly with patients, which will always be crucial. Quality visual displays can improve patient and family navigation of the hospital, enhance the aesthetics of waiting areas, coordinate treatment across doctors, and provide real-time updates on patient progress. Investing in these upgrades will ultimately pay for themselves.
Additionally, visual displays can increase patient participation and give people a greater sense of empowerment in their own treatment. According to Padden, there are several adaptable and innovative approaches to improve communication with patients. Setting up a display may seem simple, but it is a straightforward process that can provide the kind of communication that employees, patients, and family members need when they need it. By doing so, hospitals can significantly enhance the patient experience and improve the quality of care.
“Effective visual displays can help patients and their families better navigate the hospital, make waiting rooms more attractive, coordinate care across providers, and give up-to-the-
minute updates on patient progress. These are all investments that will pay for themselves over time.”
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References
1 Deloitte, “The Value of Patient Experience: Hospitals with Better Patient-Reported Experience Perform Better Financially,” 2016,
https://www2.deloitte.com/content/dam/Deloitte/us/Documents/life-sciences-health-care/us-dchs-the-value-of-patient-experience.pdf.