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Elevating interactive patient engagement to improve experiences

Megan Fink| finkm@musc.edu | September 12, 2016


 
 
Making IT Great 

Growing evidence shows that patients who are more engaged in their care have more satisfying experiences that result in better health outcomes. Therefore, MUSC created an Interactive Patient Engagement Program to provide a patient care experience that is engaging, interactive and empowering. Just one of the projects currently underway is the revitalization of our Getwell Network, which is accessed in all of the adult medical–surgical inpatient rooms through the use of a keyboard and TV.

Clinical pathway designs were developed and vetted to better support nursing unit–based goals with patient education in mind; for example, raising awareness of falls. There are now more educational resources for staff to share with their patients. Nurses have further customized our offerings by creating their own material. Christine Daneault, RN, Oncology and Medical Surgical Services, created a new video on central line care as part of a research project to reduce infections. The video demonstrates processes such as how to properly lift dressings, how to flush a central line and how to change an end cap. “Education equals advocacy,” said Deneault. “Some videos were outdated, so we’re finding more options for our patients.” This video will soon be produced in Spanish.

What’s new?

  • Welcome message
  • Review of dietary needs and menus
  • Request housekeeping
  • Pet therapy
  • Tobacco cessation education

Visit from a chaplain
Earlier this year, we began showcasing Patrick Cawley, M.D., MUSC Health CEO, with the delivery of an MUSC Health welcoming message for all patients and their families. This personalized approach highlights our commitment to partnering with our patients regarding their personal safety, pain management and health education to render the best care experience that is possible.  

We also are the first hospital nationwide to develop the SpeakUp resource, which connects people to the Patient and Family Advisory Councils. Suggestions and patient liaison requests are addressed by our Patient Liaison Program. Compliments generate an email notification to the nurse manager, and Daisy award nominations are emailed to a committee representative.

Nurse managers are able to monitor the utilization of GetWellNetwork through the management console desktop application. In particular, patients seem to really like the “Tell Us How We Can Help” feature for in–room service requests. “Putting a request in on the TV in front of the patient where they can see their needs being met helps involve them in their care and increases patient satisfaction by increasing their understanding,” said Ellen Dunton, RN, Oncology and Medical Surgical Services. “It also saves time going back and forth, and there is no way to forget about a request if you fulfill it right then and there.”

We want to hear from you
Patient experience surveys are now being sent through the system to find out what’s working well and what could use improvement. The survey prompt stays visible for five minutes on the TV screen to allow the patient to respond in real time. After that time, the survey will be available to access through the “Answer a Few Questions” tile until the next day’s survey is sent.  

Since enhancements were made, overall patient satisfaction scores with the tool have increased. Data obtained through the survey will help guide the team on ways to make the system even more valuable for our patients, improve their experience in the hospital and increase positive clinical outcomes.

For MUSC Health GetWellNetwork information, contact Cheryl Hamill, Magnet Program at hamillc@musc.edu or (843)792–6899.

Editor's Note: The Making IT Great series is a monthly addition to The Catalyst highlighting new technology and services offered at MUSC. For information or to share comments, contact finkm@musc.edu.

 
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