Posts Tagged ‘patient self-serve technology’

Big Lessons From a Small Hospital

Written by Jay Lawrence on July 11th, 2011. Posted in Hospital kiosk, Hospital management, Hospital process redesign, Patient registrations, Patient satisfaction, Patient Self-Service, PatientWay

KDH ER 300x196 Big Lessons From a Small HospitalRecently Kemptville District Hospital (KDH) hosted executives and patient access managers from nine other Eastern Ontario hospitals, to share their experience and learnings from providing patients with a self-service option for pre-registration and check-ins.

KDH serves an area south of Ottawa that has seen dramatic population growth in recent years. The area is popular with both retirees and commuters from Ottawa and is one of the fastest growing communities in the region. Striving to meet a heavier demand for healthcare services, KDH has enlarged its facilities, including the ER and OR.

Three months ago KDH launched a project with the collaboration of one physician from their OR, to evaluate whether or not online pre-registration and a check-in kiosk could help better streamline patient flow, create administrative efficiencies and improve patient satisfaction (see our blog post from May about the KDH project).  KDH is already forecasting a potential savings of more than $100,000 in the first year alone, and a roll-out to the other nine physicians in the OR is already underway.

In her presentation to the group, Melissa DeDekker (KDH’s Health Records Professional) highlighted several key benefits being realized by her small 30 bed hospital, including:

1. Increased staff satisfaction:
- 10-15 minutes saved per booking when using online pre-registration as oppose to phone calls
- Consents / pre-visit instructions are provided by email which also reduces phone-tagging
- Improved data accuracy

2. Increased patient satisfaction
- Convenience of pre-registering online and self check-in
- Printable list of instructions helps patients be better prepared for surgery

KDH ROI1 300x209 Big Lessons From a Small Hospital3. A forecasted savings of more than $100,000.  The forecast is based on the current 10-15 minutes saved per booking, with a roll-out to other areas of the hospital (outpatient services, diagnostic imaging, etc) and with an 80% adoption rate from patients.

4. A growing adoption by patients.  In the first month, 20% opted for the self-service option.  That figure grew to 29% the next month.

Melissa DeDekker also shared her team’s approach to the project, notably the planning and work that was done before going live with a web registration form and plugging-in a kiosk.  To ensure that the initiative would become a success, they established clear goals and divided the implementation project into manageable phases, that included:

- Forming a project team, with people from the hospital and PatientWay
- Assessing current processes, and mapping a process redesign (the following graphic prepared by KDH clearly illustrates their new, more efficient process)

KDH Process Redesign 1024x712 Big Lessons From a Small Hospital

- Engage doctor’s offices and volunteers
- Trial mock patients in test environment, follow-up with a survey to gather feedback
- Pilot one surgeon’s OR patients for one month (thank you to Dr. Steven Oliver, from KDH’s orthopaedics clinic)
- Ongoing evaluation and adjustments as needed
- Roll out to other OR’s in phases

The information and insight above was reported by KDH after only three months – which is quite impressive!  We look forward to hearing more from Melissa DeDekker and the KDH team in the months to come.

To see the full KDH presentation, see the slides below.

A day outside the office

Written by Jay Lawrence on April 5th, 2011. Posted in Patient registrations, Patient satisfaction, Patient Self-Service, PatientWay

If you are a marketing, product management or sales professional, you should take note of NIHITO.  No, this is not a Japanese word for April Fool’s Day nor the name of an insanely fast motorcycle – it stands for “nothing important happens in the office”.

Last Thursday, a few members of the team got out of the office to speak with the local tech community about our product and to validate our value proposition. Do people understand our product and do they find it useful? In other words, is it solving a real-life problem, and if their hospital gave them the option to use PatientWay technology, would they use it?

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