Ongoing Patient Communication/Engagement: The Excellence 24/7 Patient Outreach Process also provides an excellent vehicle to an ongoing communication with the patient indefinitely post appointment. Providing the patient with an easy to use tool to reach out to the healthcare provider with any question or concerns that may arise. A method of contact that in many cases is far more patient friendly than a phone call to the healthcare provider.
Expand Contact Surface with Patient: The patient outreach process is intended to encourage patient interaction at three different points, pre, during and post appointment. But the Children’s Hospital of Pittsburgh of UPMC has considered adding a 4th point of potential interaction.
A pocket Quincy for the patient/parent to take home. (Quincy is the mascot for the Radiology department at the Children’s Hospital of Pittsburgh of UPMC.) The pocket Quincy will do more than solicit post appointment feedback, it is envisioned to solicit post appointment questions and or allow the patient to raise any issues following the appointment. Generally, intended to provide a rather light manner for the patient/parent to stay in touch with CHP. The QR code will deliver instant alerts to a location which ideally is monitored 24/7. Ideally will be printed on a small business card size piece of rather thick stock so it will have some shelf life, maybe even laminated to maximize longevity.
Transfer of Knowledge to Permanent Patient Record: it is common for a variety of patient specific information to be shared at all three of the scheduled patient interactions within the Excellence 24/7 Patient Outreach Process, with the majority of this information gleaned in the pre-appointment submission. Upon consultation with our client organizations we have learned that much of the information that is being shared is not currently a part of the permanent patient record. It is our recommendation that the appropriate member(s) of the client staff be assigned to review all patient submissions in order to determine what information should be incorporated within the patient record and that the client initiates a process to ensure same is occurring on an ongoing basis.
Feedback from Client Staff: We pride ourselves in the fact that we enjoy a close relationship with client staff at all levels. And that these relationships foster a free exchange of information regarding our work together. That said, we still conduct periodic surveys (every six months unless something other is preferred by the client) of front line staff soliciting suggestions for process improvement and attempting to quantify the value that we provide. These surveys, coupled with regular client interactions, assist us in our efforts to be ever improving the services we provide.
Periodic Surveys of Physicians and Nurses: The primary interactions that we have within the client organization are with other than the doctors and nurses directly involved with patient care. In some cases, clients have suggested and found value in quantifying the impact of the Excellence 24/7 Patient Outreach Process on the work of these professionals.
E-Mail Unsubscribe Requests: It is extremely desirable, and in some cases legally required, to provide e-mail recipients with the opportunity to Unsubscribe. Though we generally see a very low unsubscribe rate, well less than 1%, we do want to minimize the impact the unsubscribe requests have on future e-mail efforts conducted by us on behalf of the client or which may be conducted by the client themselves. Thus, we have found it advantageous to word the unsubscribe request notice to ask if patients would like to be removed from future e-mails for a specific appointment. Unsubscribe requests are shared with client if they so desire but the process of removing patients from future e-mails for a specific appointment is handled by Excellence 24/7.
Monthly Certificate of Excellence: The majority of the feedback that is solicited via the Excellence 24/7 Patient Outreach Process is of narrative in nature. However, we do like to include some questions that are very objective and measurable. We utilize the data collected in these questions, in conjunction with analysis of patient narratives and in collaboration with client staff leadership, to identify an area within the client organization which we recognize with a hard copy Monthly Certificate of Excellence.
Facebook/Yelp and Other Social Media Opportunities: On the “Thank You” page of the various patient interactions we recommend including links to Facebook, Yelp, Instagram or the social media sites where the client has a presence. We have found that this inclusion does generate a significant increase in social media awareness for the client.
Seamless Transfer of Patient Request: Departments that participate in the Excellence 24/7 Patient Outreach Process often times receive patient input/feedback relating to other departments within the medical facility. Patients that have something they wish to express or questions for which they desire answers will use the communication tools provided by Excellence 24/7 even if these are directed to a department other than the department generating the interaction. Client organizations need to be prepared for this and develop processes which allow for the seamless transfer of patient information within the organization.
Customized Tool for Radiation Oncology Patients: Based upon the nature of the ongoing treatments for Radiation Oncology Patients Excellence 24/7 has developed a customized tool that allows and encourages unlimited ongoing interactions. It is hoped that in some small way this may ease the burden these patients are facing.
Appropriate Narratives Included in all Staff Responses: It can easily become practice for staff members to report that an item is “Fully Resolved” without the inclusion of a narrative response detailing actions taken to reach resolution. Excellence 24/7 strongly recommends against this and will highlight same to client as they are observed. Maintaining a record of the actions taken can only be of benefit in the future.
General Practice to Contact all Patients that Provide a Submission: Excellence 24/7 recommends that, as a general practice, clients contact all patients that provide a submission. Many patient responses may not specifically require a response from the medical facility. But if for no other reason than to build engagement with the patient, it is encouraged that all patients receive an acknowledgement, either by e-mail or by phone, from a client representative. These unexpected acknowledgements by the facility can often create “WOW” moments in the eyes of the patient helping develop future loyalty.
Weekly Meetings Client/E247: Establishing a schedule for regular discussions between Client and Excellence 24/7 has proven effective. Not lengthy discussions but simply “touching base” on a regular schedule provides a format for an ongoing exchange of thoughts and enables E24/7 to respond promptly to any client requests. Business Cards for Team Members: The development of business cards which are made available to all client team members has proven effective in increasing the QR Code patient submissions. Additionally, the providing of business cards throughout the staff population enables patients to identify “Star Performers” enabling leadership to provide immediate recognition.
Business Cards for Team Members: The development of business cards which are made available to all client team members has proven effective in increasing the QR Code patient submissions. Additionally, the providing of business cards throughout the staff population enables patients to identify “Star Performers” enabling leadership to provide immediate recognition.
Daily Briefings: Many of our clients conduct daily briefings with their staff as the day begins. Reviewing the individual patient pre-appointment submissions, specifically the special needs, special accommodations and any questions submitted for that day’s patients at these meetings enables the organization to be better prepared to meet and exceed the expectations of individual patients. An equally valuable exercise at these daily interactions includes the sharing of feedback from the prior days patients and specifically recognizing the Star Performers as identified by patients.