Push Messaging provides the opportunity for hospitals to engage with patients by sending them information about their care, safety, and other relevant topics via custom, non-intrusive messages while they’re 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 it’s not just one-way communication. Messages can be interactive and require patient input. Requesting patient feedback targets essential safety and satisfaction initiatives. With MediaCare, the healthcare facility can:

• Ask the patient if they need help with adjusting their bed or if their room needs to be cleaned. If not, an alert can be generated that goes directly to the correct department for priority response and fulfillment.
• Send a wide range of custom, targeted messages to support a hospital’s initiatives on quality, satisfaction and service. Promote intra-facility retail spaces and foodservice venues.
• Prompt patients to view educational content or to invite them to view newly prescribed health education video, which can be assigned and sent from any MediaCare-connected device, like the Interactive Patient Whiteboard or Interactive Unit Whiteboard.
• Support patient participation in care by displaying special ticker messages on fall prevention and hand-washing. Other safety information, such as fire alarm testing or maintenance notifications can be shared.
• Remind patients about appointments, therapies or other scheduling so they can stay on track with their recovery.

Message scheduling is controlled by the hospital team to promote maximum engagement. The distribution of messages is easily tailored to address specific objectives and then tracked via Patient Administration reporting. Messages can be sent to an individual patient, a unit or the entire hospital. With push messaging, a communication strategy is established that enhances communication and provides actionable patient feedback. This is invaluable for financial, planning, and human resource management.  When the patient gets the right information at the right time and is appropriately engaged, the result is increased satisfaction and referrals.

There are a variety of surveys an organization can provide to patients. Once a survey is prescribed, it can be delivered to the television through o­­n-demand or non-intrusive prompts. The facility 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 and setting a competitive standard for service recovery.

By leveraging HCI’s patient survey feature, you can help reduce staff task saturation and measure the service you’re providing your patients. Any issues can be addressed before they escalate. Once a patient completes s survey, you can see real-time results through your MediaCare Dashboard, then aggregate the information for decision-making and program improvement.

By providing a Service Request app 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, resources and staffing.

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

Patient Administration reports can segment service requests by category, such as dietary and housekeeping; track when rooms need to be cleaned, visitor restrictions, occupancy and length of stay, clean time – all tracked via the hospital’s existing systems and RFID or RTLS systems. Clinicians can use the dashboard to track trends, monitor overall resource 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 with greater opportunities for engagement, education and discharge planning.

Reports can be customized; high-level reports include:

• Health video viewing reports to show which videos are being watched and the frequency of viewing.
• Survey reports to deliver patient feedback information.
• Room Occupancy status and the average time it takes for cleaning a room. Track how long rounds take to measure and evaluate throughput.
• Service Alert reports show what types of requests are being made and how quickly these requests are addressed
• An objective source of data that can help leadership provide employee recognition.
• Messaging reports to 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.