SMARTworks® EffectiveResponse

Training: Call Center

National Park Medical CenterNovember 20, 2014

Training: Call Center

• Objectives of the patient follow-up program

• Overview of how SMARTworks® EffectiveResponse works

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

• Script/conversation to have with patients

• Review of the Call Center Module

• 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

Patient Survey

• Ideally, this how patients are contacted the day after discharge

• Patients listed in the Call Center Module did not provide an email address or smartphone number, or they did not reply to a text message or email request to complete this survey

Patient Survey

6

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

Patient Survey

7

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

Patient Survey

8

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

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

Patient Survey

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

Patient Survey

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Patient can add comments as appropriate.

Patient Survey

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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

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

Patient Survey

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Patient can add comments as appropriate.

Patient Survey

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

Patient Survey

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

Patient Survey

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

Patient Survey

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

Patient Survey

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Patient can add comments as appropriate.

Patient Survey

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

Patient Survey

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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).

Call Center “Script”

• Confirm that you are speaking to the patient, him or herself, or to the patient’s authorized representative.

• Since you cannot verify identity, do not provide information concerning the patient’s stay.

• “Thank you for visiting our Emergency Room, I would like to ask you five brief questions to document how you are doing and to learn about your experience.”

Patient Conversation

21

Call Center “Script”

• Please complete all 5 survey questions.

• NOTE: If the patient has serious issues, instruct him or her to call 911, return to the ER or see their primary care physician as appropriate.

• DO NOT set expectations for any follow-up resulting from any answers to the survey questions.

Patient Conversation

22

Call Center Module

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The Call Center is a secure, web-based module.It will be useful to set up a bookmark or link on your browser.

You may access PHI via this module – please protect Usernames and Passwords accordingly.

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Patients are easily sorted by complaint/ diagnosis, visit time, calls attempted, etc.

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You can quickly document attempts to reach patients or bad phone numbers.

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Your documentation of responses will generate email notifications to the clinical staff (Lance Lindow, Patsy Crumpton and Priscilla Couch).

Call Center

How are you feeling today compared to when you were seen in the ER? Better Same Worse

Do you have any questions about your discharge instructions, including your home care, medications, or follow-up appointments? No Yes

Please rate the nursing staff by the level of care and concern they provided. Very High High Average Low Very Low

Survey Questions (notifications sent for answers in red)

28

Call Center

Please rate the doctor by the level of care that he or she provided.   Very High High Average Low Very Low

Would you like to add anything else about your experience? No Yes

Survey Questions (notifications sent for answers in red)

29

Call Center - Discussion

• What should I do if the patient reports receiving a text or email mentioning a survey?

−Ask if the patient can give you no more than 5 minutes to answer 5 simple survey questions or if they can find the time to answer the survey questions electronically sometime during the next 2 hours.

FAQs

30

Call Center - Discussion

• Should I press patients to see if they have any questions?

−No. This is a very high-level assessment designed to uncover major issues that may impact the healing or recovery of patients. Documenting minor answers will result in notifications to the clinical staff and that in turn may impact the quality of interactions they can have with other patients.

FAQs

31

Questions?