A health system gathers patient feedback through multiple channels and uses this feedback to develop patient-centered initiatives to improve customer service, leading to a significant increase in patient satisfaction and top-decile performance on measures relating to overall hospital quality and willingness to recommend the organization.
Individuals in cognitive behavioral therapy receive real-time support between therapy sessions by accessing mobile phone applications that prompt them to assess their mood and allow access to self-directed exercises that encourage cognitive reappraisal and physical relaxation. Users of the program report greater self-awareness and mood awareness, improvements in coping skills and mood patterns, and reductions in negative emotions such as anger, sadness, and anxiety.
An automated reporting system communicates critical laboratory test results to physicians via pager, allowing the vast majority of results to be quickly communicated to and acknowledged by physicians, and virtually eliminating thousands of calls historically made by laboratory technologists to relay such information.
On-call, pediatric intensive care unit attending physicians consult with onsite clinicians and patient/family members from their homes via audiovisual technology that allows real-time communication, leading to improved quality and timeliness of care and high levels of patient/family satisfaction.
A hospital makes a telephone-based recording of discharge instructions available to non–English-speaking and low-literacy patients in their native language, leading to improved comprehension of discharge instructions and high levels of patient/family satisfaction.
During pre- and postsurgery visits, thoracic surgeons encourage lung cancer patients to quit smoking and provide assistance to help them do so, leading to a 35 percent quit rate, which is above the average quit rate documented in other smoking cessation programs.
A hospital revamped its process for administering intravenous medications to incorporate multiple automated and human safeguards, leading to increased adherence to drug dosing limits and the elimination of many error-prone steps involved in manually programming the intravenous infusion pump.
Clinic providers compare patients' self-reported medication lists (generated through an easy-to-use automated system featuring a computer kiosk and simple touchscreen interface) to medications listed in the electronic medical record, allowing them to adhere more closely to established medication reconciliation practices and to identify and address more medication discrepancies, including potentially lethal ones.
A low-overhead medical home leverages information technology to produce a financially viable, high-quality primary care experience that proves to be attractive to both physicians and patients in an underserved rural area.
Nurses and other hospital staff use a radiofrequency identification system to pinpoint the location of needed equipment, leading to enhanced productivity, better equipment maintenance, expedited patient care and discharge, and high levels of nurse satisfaction.