Push messaging is a new way to provide patients with education about their healthcare stay and ensure consistency of care.
Being able to provide the best care during all hours of the day can be a hard demand to maintain. Patients can often become dissatisfied when they have to wait for staff to answer their questions or to address their concerns. One study found that 75% of patients who waited less than 10 minutes gave an excellent or good rating compared with 3% of patients who remained longer than 20 minutes. A tool that can be reliable, fast and automated to help the staff communicate to the patient is no longer a need but a necessity. With this in mind, HCI developed Push Messaging.
Push Messaging lets hospitals engage with patients by sending them information about health, safety, and other relevant topics via custom non-intrusive messages while they are watching TV. Each message is delivered to the patient’s TV on a ticker at the bottom of the screen. We have found this is the most desirable patient experience, but this is not just a one-way communication. Messages can be interactive and require patient input. Requesting patient feedback targets essential safety and satisfaction initiatives. Following are examples of what the healthcare facility might ask the patient during their stay.
- Patients can be asked if their pain levels are acceptable or their room needs to be cleaned. If not, an alert can be generated that goes directly to the correct department for priority response.
- A wide range of targeted messages can be sent to support the hospital’s various initiatives on satisfaction and service, with opportunities for service recovery. Facility repair or maintenance notifications can be pushed to the patient to minimize disruptions.
- Push messaging can be used to remind patients to view educational content or to invite them to view a newly prescribed video.
- To help patients better understand the importance of issues such as fall prevention and hand-washing, a special ticker message can be displayed. Other safety information, such as fire alarms or facility maintenance notifications can also be shared.
Scheduling of messages is entirely controlled by the hospital team to promote maximum engagement. The distribution of messages is easily tailored to address specific objectives. They can be sent to an individual patient, a unit, or the entire hospital. When push messaging is implemented as part of a strategy that enhances communication and provides healthcare facility with actionable patient feedback, patient satisfaction levels can increase dramatically. When the patient gets the right information at the right time and is appropriately engaged, the result is increased satisfaction for the win.