At Community Health Network, Real-time Feedback and Transitions amplify the voice of the patient
Situated in the busy central-Indiana market, Community Health Network faces stiff competition for patient volumes. The organization’s leaders knew that to thrive under the competitive pressure, they would have to strive for a higher standard of patient care.
This gave rise to a strategic initiative called Human Experience 2020.
Tom Malasto, Community Health Network’s SVP and Chief Patient Experience Officer, describes it as a comprehensive vision for achieving person-centered care. To realize this vision, Community Health Network relies on the intelligence garnered from NRC Health’s Voice of the Customer (VOC) platform.
“Our goal is to provide an exceptional experience to every life we touch,” Tom says. “And our relationship with NRC Health is critical for us as we embark on this work of creating a more fulfilling human experience at Community Health Network.”
Here’s how two of NRC Health’s solutions—Real-time Feedback and Transitions—are proving instrumental for the fulfillment of Community Health Network’s ambitions.
Real-time Feedback bridges the communication gap
Patient experiences are so broad and complex that when organizations seek to reform them, it can be difficult to identify where to begin. To pinpoint the most important priorities for improvement, organizations need precise insight into consumers’ demands.
At Community Health Network, the patient-experience team used Real-time Feedback to discern where to direct their efforts.
Real-time Feedback is a patient-feedback solution that uses email, SMS messaging, or interactive voice recognition (IVR) technology to reach out to 100% of patients within 48 hours of their care episodes.
These solicitations aren’t limited to numerical surveys, but also offer space for open-ended comments, giving patients the chance to voice their most candid concerns about an organization’s service.
In the case of Community Health Network, Chief Nursing Officer Jean Putnam believed that Real-time was critical in helping clinical staff broaden their skill-sets.
“What makes you a good nurse or a physician is not just your technical competency,” she says. “Relationship competencies matter, too. With Real-time, we were able to help our staff improve those competencies by showing them where they might have missed opportunities for meaningful connections with patients.”
Real-time’s comments revealed that patients at Community Health Network were frequently confused by what their providers told them. By using what they learned from Real-time, Community Health Network clinicians were able to clarify their instructions and help patients better understand the care they were receiving.
The quantitative results were striking:
- “Communication with nurses” ratings increased from 2% to 85.1%
- “Communication with doctors” ratings increased from 4% to 85%
Transitions resolves over 18,000 service alerts
To further ensure that patients grasp their care instructions—and adhere to them—many health systems strive to make contact with those patients after discharge with follow-up calls. Jean strongly attests to the value of such post-discharge calls. “Post-discharge calls, in my opinion, are instrumental for working in the changing culture of healthcare,” she says.
However, at an organization of Community Health Network’s size, logging millions of patient encounters per year, this is logistically challenging to say the least. Transitions, another NRC Health solution, made post-discharge calls much easier for the organization.
Transitions uses IVR technology to follow up with patients within a day of discharge. The unobtrusive phone calls quickly reinforce care instructions, and automatically identify patients who might need some extra clinical support.
Among 180,000 inpatient and emergency-center patients at Community Health Network in 2018, Transitions successfully contacted 122,731 of them—a 68% response rate.
Of those contacted, Transitions identified more than 19,000 who raised service alerts. By following through on these alerts, Community Health Network’s staff were able to resolve 95% of them—over 18,000 alerts. And 12,054 of these patients were so pleased with the resolutions that they extended their compliments to in-patient and emergency-room staff.
There’s much more to say
Real-time Feedback and Transitions helped Community Health Network elevate their work to a higher standard of patient care. Without a doubt, these two solutions had a profound impact on the organization—but that’s only half the story.
A case study reveals much more about the other NRC Health solutions the Community Health Network team has been using to drive change at their organizations. Insights include:
– How AdVoice studies validated Community Health Network’s marketing strategy
– How Transparency inspires healthy competition among Community Health Network’s staff
– Profitable expansion opportunities revealed by Market Insights
– And more!
Tom praises NRC Health’s VOC platform for sparking a more intimate conversation between the organization and its consumers. “It enabled us to get closer with our patients,” he says, “and ultimately engage with them and bring them to the table, so that we can re-design healthcare together.”
If that kind of authentic engagement is on your organization’s agenda, you may want to give the case study a look. Click here to read it.