Estimated reading time: 6 minutes
Push messaging is an effective way to team up with patients
At HCI, we understand that providing the best care possible means being available to patients around the clock. We also know that long wait times for service or response can lead to frustration among patients. In fact, one study found that 75% of patients who waited less than 10 minutes rated their experience as “excellent” or “good,” compared with only 3% of those who waited more than 20 minutes. So we developed the Push Messaging app through MediaCare, as a valid, fast and automated way to communicate with patients. What’s more, you can use Push Messaging with a range of patient communication and experience apps we’ve developed in MediaCare to spark patient engagement in your health system.
Amplify the patient experience
Push messaging increases patient satisfaction levels1, and you can easily tailor distribution of messages to address specific goals. In fact, messages can be pushed to an individual patient, a care unit, or the entire hospital. If patients get the right information at the right time and they’re appropriately engaged, then the result is increased satisfaction for the win.
More versatility with Push Messaging and Video monitoring
With MediaCare, you can observe patients through a video and audio feed to the Unit Whiteboard at the Nurses’ Station. Combining video observation with messages, observers can view patients’ behavior, mood and physical position.
If observers see a behavior on the video feed that may result in a safety issue, then they can respond with audio, then follow with a push message to assign related health content.
Combining care team notes and push messaging
In addition to Push Messaging, caregivers can leave Care Team Notes on the Patient Whiteboard. Because Care Team Notes are persistent, time stamped messaging comments, they remain on the Patient Whiteboard until discharge. For example, a Nurse may verbally remind a patient to drink water during a specific period. They could then follow that up with a Note on the Whiteboard like, “Remember to drink at least 16 oz. of water before 6 PM”. Then, following the verbal and Care Team reminders, Nurses may push timed cue messages to the patient’s TV.
Types of messaging
Send a wide range of goal messages to support the hospital’s initiatives on satisfaction and service. Best of all, Nurses can send push messages from the Nurses’ station Unit Whiteboard. That eliminates the need for a Nurse to leave the station, and they’re not sacrificing a personal connection. If a patient isn’t satisfied with a response, then an alert can be generated that goes directly to the correct department for priority response. More importantly, the Care Team can send or schedule messages based on a patient’s specific needs or condition.
Education
- Remind patients to view educational content
- Invite patients to view a newly prescribed education video
- Let them know there is relaxation content available for quiet hours and sleep support
EVS and room status
- Room cleaning or maintenance
- Room environmental controls like temperature, window shades and light levels
- Push facility repair or maintenance notifications to reduce disruptions, e.g. fire alarm testing or HVAC work
- Weather warnings and other mass messages
Condition reporting
- Ask if pain levels are acceptable and if they need Nurse support
- Remind patients about “Call, Don’t Fall” programs to deter patients from leaving their beds
- Display a message to advise patients to use the Nurse Call button on their pillow speaker for pain or movement help
Surveys
- Patients can use their Pillow Speaker to respond to questions and surveys pushed from the Nurses’ station.
- Surveys can be scheduled for auto-delivery to the TV to follow up on service recovery issues
- Distribute any type of survey, like an internal quality service survey, and use branching logic for distribution based on condition, department or physician
Reminders
- Send reminders for appointments, like physical or occupational therapy, lab work and exercise
- Nudge patients to have their prescription refilled at the hospital pharmacy prior to discharge
- Encourage good hygiene and hand washing practices
- Send reminders about discharge and to complete ADT paperwork
Retail promotion
- Advise patients about retail spaces in the facility, like gift shops and business centers
- Let patients and families know about their foodservice options, like coffee shops, convenience outlets and cafeterias
- Remind patients they can order meals based on their dietary guidelines direct from their bedside TV, with MediaCare
Final Considerations for Push Messaging
Hospitals can easily engage patients and provide them with vital information about health, safety, and other important topics with push messaging. Using non-intrusive messages via a scroll at the bottom of the TV screen, patients are gently encouraged to comply with treatment plans. Moreover, push communication allows patients to actively participate in their care by asking questions and responding to surveys through messaging. While messages can be interactive and require patient input, they’re also secure to promote maximum engagement. Push messaging that’s implemented as part of a strategy to enhance communication returns valuable information, because it provides the healthcare facility with actionable patient feedback. And, by requesting feedback, hospitals can target safety and satisfaction initiatives.