Patient Administration

PATIENT ADMINISTRATION: EQUIP YOUR STAFF WITH A ROBUST SET OF TOOLS

MediaCARE, our interactive patient software, equips medical staff with a robust set of tools that simplify and streamline nursing workflow. The feature allows the staff to be able to focus on timely delivery of patient information and needs. MediaCARE directly communicates with our devices which equips administrators and nursing staff to be able to manage easily, monitor, and control patient televisions like never before.

MediaCARE offers hospitals an innovative, enterprise-level solution that helps address many of the significant challenges in healthcare today.

PUSH MESSAGING

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. Therefore, HCI employed 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. 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.

PATIENT SURVEY

Patient satisfaction has become a focus for healthcare organizations across the country. Implementing patient surveys is a way to measure the quality of care, services provided, areas that need improvement and overall patient experience. All surveys can be fully customized to the facility’s needs and receive the feedback that fits their practice.

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.

SERVICE REQUEST

We help hospitals reduce service recovery times by making sure a clear line of communication is always kept open for patients, care providers, and service professionals. When patients use MediaCARE to request any service such as the need for an extra pillow, these requests are routed directly to the correct department. This customized app eliminates non-clinical tasks for the clinician, reduces the workload for the nursing staff, and speeds up the delivery of hospital services.

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.

ADMINISTRATIVE TOOLS AND REPORTING

In a world where data piles up without analysis and action, MediaCARE gives teams working on strategic solutions a new way to cut through the quantitative clutter.

With HCI MediaCARE, clinicians can access a custom dashboard that provides vital real-time data along with historical data for trending purposes.

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

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