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. Below are examples of what the healthcare facility can 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.
• 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, 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 a strategy that enhances communication and provides healthcare facility with actionable patient feedback.  When the patient gets the right information at the right time and is appropriately engaged, the result is increased satisfaction.

There are a variety of surveys an organization can provide.  Once a survey is prescribed to the patient, they can be delivered to the television through an o­­n-demand or non-intrusive prompts. The facility also has the power to dynamically change the follow-up question based on the patient’s response and trigger a message to the appropriate staff member alerting them to the patient’s satisfaction issue. Your facility will be taking their level of service to a whole new level.

By leveraging HCI’s patient survey, you can help reduce staff task saturation, measure the service and outcome you are providing your patients. All issues can be addressed before it is escalated too far.  Once the patient completes the survey, you can see real-time results through your MediaCare Dashboard.

By providing this added service from the patient’s bedside, you are opening opportunities for:

• Service benchmarks that can be established and measured
• Exceptional staff performance to be recognized and rewarded
• Areas that need improvement to be addressed promptly
• The ability for hospital leadership to measure and manage turnaround time

Service Request feature helps identify specific areas that can benefit from operational improvement. When a healthcare facility leverages the full capabilities of Service Request, they make a promise to deliver top of the line services that enhance satisfaction and create a positive impact.

These reports can segment service requests by category, such as dietary and housekeeping. Clinicians can use the dashboard to track trends, monitor overall patient utilization and get an overview of patient requests.

MediaCare’s reporting tools deliver data tailored to both clinicians and administrators. Improvement in operational efficiency can be accomplished through easy to access and analyze patient data. The data can help to discover opportunities to enhance the patient experience.

Our account management team can help you put procedures in place to ensure you get the highest value from this information. High-level reports include:

• Health video viewing reports show which videos are being watched and the frequency of viewing
• Survey reports deliver patient feedback information
• Service Alert reports show what types of requests are being made and how quickly these requests are addressed
• An objective source of data can help leadership provide employee recognition
• Messaging reports indicate how many messages have been distributed to patients on their in-room TVs with the patient response rate broken out for each message
• Feedback and service alert reports can be used to make the most efficient use of executive time during rounding. Reports can identify which patient rooms had issues giving executives a list of areas where patient satisfaction can be most impacted