SMARTworks® EffectiveResponse

Training: Clinical Staff – Care Providers

National Park Medical CenterNovember 20, 2014

Training: Clinical Staff – Care Providers

• Objectives of the patient follow-up program

• Overview of how SMARTworks® EffectiveResponse works

• Script/conversation to have with patients

• Frequently Asked Questions

• Review of the Patient Survey – the experience that patients will have with SMARTworks® EffectiveResponse

• Questions

Agenda

2

Training: Patient Registration

• Improve patient satisfaction with care

• Enhance patient well-being

− Detect failure to improve

− Address any questions or aftercare problems

• Catching patients who we are not reaching today

• Provide organizational feedback

Objectives – Why This Program is Being Rolled Out

3

EffectiveResponse Overview

4

Generates Monthly Feedback Reports

SMARTworks®

EffectiveResponse

Daily Data Upload from Meditech EHR

Nurse Manager Addresses Any Reported Patient Concerns

First Layer

Text/Email Contact with Patient

Second Layer

Call Center Contact

with Patient

Clinical Staff “Script”

• It is our practice to try and check up on our patients the day after we send them home from the ER

• Tomorrow you may receive a text or email that contains a link to a brief, 5-question survey to find out how you are doing and what you thought of the ER experience at NPMC

• If we don’t hear from you, someone from NPMC may give you a very quick call

• DO NOT set expectations for any follow-up resulting from any answers to text, email or phone calls

Patient Conversation

5

Clinical Staff - Discussion

• Is the medical staff and the nursing staff going to be rated by patients?

−Yes. Unlike HCAHPS, EffectiveResponse will attempt to survey 100% of the patients (And being a short survey, it won’t just be the “grumpy” folks who complete them!)

• What are the typical ratings by patients?

−The overwhelming majority of ratings and comments are glowingly positive.

FAQs

6

Clinical Staff - Discussion

• Does NPMC know if surveys have been completed by behavioral-health patients or by drug-seeking patients?

−Yes. Those responses will be treated accordingly.

• Can this survey be a substitute for a more in-depth follow-up for a particular patient?

−No. If detailed provider-to-patient follow-up is indicated as part of a patient’s care plan, the EffectiveResponse survey should not substitute for that care.

FAQs

7

Patient Survey(This How Patients Are Contacted the Day After Discharge)

Patient Survey

9

Patient receives a text or email message inviting them to click on a secure link

Patient Survey

10

The first screen is a click-thru acknowledgement that the survey is not a substitute for care.

Patient Survey

11

Question #1 checks on the patient’s well-being.

(We hope to learn that the patient feels the same or better.)

Patient Survey

12

If the patient reports feeling worse they receive a “pop-up” instruction to contact their doctor or return to the ER.

Patient Survey

13

Patient can add comments as appropriate.

Patient Survey

14

Question #2 is a general question to check the patient’s understanding of discharge instructions, home care, medications and follow-up appointments.

(We hope to hear that the patient has no questions.)

Patient Survey

15

If the patient reports having a question, they receive a “pop-up” instruction to call their doctor for answers.

Patient Survey

16

Patient can add comments as appropriate.

Patient Survey

17

Question #3 asks the patient to rate the nursing staff.

Patient Survey

18

Question #4 asks the patient to rate the medical staff.

Patient Survey

19

Question #5 asks the patient to share anything else about their experience.

Patient Survey

20

If the patient leaves a comment, it is noted that the comment will receive attention.

Patient Survey

21

Patient can add comments as appropriate.

Patient Survey

22

The final screen provides a link to National Park Medical Center’s portal – My Health Record.

Patient Survey

23

With a single click, the patient is with the log-in screen of My Health Record.

(Note that the patient can click on the “Register” tab if they have not been issued a User ID or Password).

Questions?