Posts Tagged ‘PatientWay’
Roseanne Pegler, Executive Lead of the Regional Cancer Program Central LHIN, and Jay Lawrence, PatientWay CEO, will team-up to deliver a session at the upcoming IT Healthcare Canada Conference in Toronto this October.
Streamlining Cancer Centre Patient Registration and Symptom Management with an Automated and Patient-Centred Model will highlight how The Stronach Regional Cancer Centre and PatientWay are leading a successful project to streamline repeat visit check-ins for patients thanks to kiosk technology.
In an effort to improve the overall patient experience, the Stronach Regional Cancer Centre in Newmarket, Ontario, became the first Cancer Centre in the province to introduce an integrated symptom and registration kiosk for patients receiving cancer treatment.
The PatientWay Kiosk enables the Cancer Centre’s patients to enter a record of their symptoms at the same time as they register for their scheduled appointment. While patient registration and check-in kiosks have been widely used in other facilities for a number of years, the Stronach Regional Cancer Centre is the first to offer integrated check-in and symptom assessment apps.
The two organizations also engaged Cancer Care Ontario and Elekta to create a unique three-way integration between the hospital’s ADT, CCO’s ISAAC system and MosaiQ. Now, instead of having to visit two or three points of service, patients have the choice of using any of the five kiosks at the centre. These kiosks update the ADT, send a queuing message MosaiQ, and collect the patient’s ESAS scores from one seamless encounter.
For the full Stronach story, see our blog post from last March.
For all the details on the educational session, check out IT Healthcare Canada’s website.
We hope to see you in Toronto!
Recently 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
3. 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)
- 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.
Kemptville District Hospital (KDH) has launched a pilot project using the PatientWay Suite of self-service technologies, which will contribute to the hospital’s registration efficiencies and improve patient satisfaction with an online pre-registration portal and touchscreen kiosks.
“We are thrilled to see the KDH pilot project go live. It’s the type of progressive and innovative hospital that has shown that it can take rapid growth in stride.” Says PatientWay CEO Jay Lawrence, “Working with a hospital the size of KDH helps us to better understand the value proposition for our products in smaller Canadian healthcare facilities.“
In the future, when the project moves to the outpatient clinics, a patient who has an appointment will have the option of visiting the KDH website and pre-register from the comfort of their own home up to 48 hours before an appointment. The kiosk will let patients bypass the registration desk upon arrival and check-in by swiping their health card at the touch-screen.
Dr. Steven Oliver, from the KDH’s orthopaedics clinic, was impressed with the smooth transition at his clinic, which was the first at KDH to use the new system. “It has not increased the workload on my office staff, and we have not received one complaint from patients. It was a very smooth transition moving towards pre-registration”.
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, KHD has enlarged its facilities, including the ER and OR. The PatientWay Suite fits in perfectly with the hospital’s expansion and modernization.
KDH CEO, Colin Goodfellow says “In keeping with our commitment to provide patient focused care to our community, we will be offering our patients choice through an innovative self service option. Most people are already used to online banking, booking their vacations online, and checking-in for their flight at a kiosk in the airport. Now those same conveniences will be available to our patients when they come to the hospital.”
KDH joins several other health organizations using PatientWay technology, including Sunnybrook Health Sciences Centre in Toronto, Southlake Regional Health Centre and the Stronach Regional Cancer Centre in Newmarket.
About Kemptville District Hospital:
Kemptville District Hospital is a fully accredited healthcare facility committed to building healthy communities. We offer a range of services based on advanced expertise, technologies and patient care practices. Our emergency department is open around the clock and provides prompt medical attention. Our use of new medical applications such as Tele-health and remote diagnostic imaging has made us a service leader in Eastern Ontario. Further, our surgical program provides timely access to high demand specialists, while our staff’s dedication to patients has earned us a reputation for excellence in caring. Kemptville District Hospital consistently ranks among the top hospitals in Ontario for patient satisfaction.
The National Association of Healthcare Access Management will be hosting its 37th Annual Educational Conference & Exposition in San Antonio, Texas, from May 24-27, and PatientWay will be there.
This event will be a great opportunity for our team to connect with patient access management leaders from across the U.S. and Canada. We plan to use our time at the conference to learn more about the challenges and needs of healthcare organizations in the area of patient registration.
We will also give attendees of the conference an opportunity to try our self-service technology. We will have computers on site as well as a full-size touch screen kiosk, giving visitors the chance to try our apps, including pre-registration, check-in, wayfinding and surveys. And if you speak with Patrick, our Chief Marketing Officer, ask him to take out his iPhone and demo PatientWay mobile.
Special guest Judy Dewsbury, Manager, Patient Access at the Southlake Regional Health Centre, will be onsite at the PatientWay booth. Judy led the implementation of self-service technologies (such as online pre-registration and check-in kiosks) at Southlake. After only one year, Southlake has already generated significant benefits including 50% reduction in registration data errors, 60% reduction in wait time to see a registration clerk, and a $400,000 annual operational savings. The complete story is available here.
If you are lucky enough to be in San Antonio for the conference, stop by, say hi and try out our kiosk. Better yet, come meet Judy to ask questions, pick her brain, and share your thoughts on patient access management.
If you are not able to attend please feel free to contact us to discuss your organization’s needs and how the PatientWay team can help bring measurable cost and time efficiencies to your organization by implementing patient self-service technologies.
The Excellent Care for All Act, 2010, introduced last year by The Ontario Ministry of Health and Long-Term Care, is driving hospital boards to change their Executive compensation models.
As was highlighted in The Sun Times a few days ago, look no further than the Grey Bruce Health Services as a great example of an organization that has responded to the Act by linking Executive compensation to quality targets.