Physician Engagement: What It Is and Why It’s Important

In healthcare, the impact of workforce engagement has similarities with other industries such as productivity, turnover, and financial performance. However, physician engagement significantly impacts the health, safety, and well-being of the patient experience and outcomes. The good news is clinical communication and collaboration solutions can address those common denominators while improving the quadruple aims of patient outcomes, experience, cost reduction, and clinician satisfaction.

Why is Physician Engagement Important?

Physician engagement is critical for a successful patient care experience. When physicians feel a lack of association, it manifests itself in ways ranging from physician burnout to a poor patient experience.

Engaged physicians are 26% more productive than those less engaged, adding an average of $460,000 in additional patient revenue per year.

Physician employment does not automatically equal engagement. Communication and collaboration skills are a must-have regardless of the number of employed physicians. High levels of physician engagement have been correlated to increased productivity, generate more referrals, expand influence amongst peers and medical staff, and drive organizational strategy and change. When medical practitioners are engaged, patients and the local economy reap the benefits. 

“Patient experience impacts revenues, referrals, adherence, safety, and the credibility of an institution with the community.” – Forbes

What is Physician Engagement?

Engaged physicians take greater care of their patients, reduce medical costs, and are more efficient than their unengaged counterparts. The Health Care Advisory Board states that creating organizational alignment is one of the most challenging initiatives, but the most crucial to success—impacting cost, quality, and experience initiatives.

PHYSICIAN ENGAGEMENT DEFINITION
A strategy that focuses on streamlining communication, building relationships, and aligning physicians with the values, vision and mission of their organization and with other healthcare stakeholders to continuously improve care and the patient experience.

BENEFITS OF PHYSICIAN ENGAGEMENT
  Reduced referral leakage.
  Increased in-network referrals.
  Higher engagement of patient population.
•  Improved patient care delivery.
  Enriched physician development and performance.
  Decreased burnout and turnover rates.

Effective engagement strategies require a multifaceted approach. One that includes retention, clinical and cultural fit, onboarding, benefits, leadership development, formal recognition, and physician burnout.

Measuring Physician Engagement

Surveys

Consistently measure and invite physicians to share their needs and challenges to gauge physician sentiment and identify gaps within care teams and workflows.

Run monthly engagement surveys for insights into how physicians perceive your organization and its services. Using that information, closely examine the factors that contribute positively or negatively to engagement and create a plan to improve physician’s everyday experience.

Scorecards

Help physicians understand what is expected of them in a transparent way while measuring productivity and performance metrics.

“We feel transparency is extremely important in order to change behavior. The scorecard gives a comparison of provider to provider within the same specialty. And then it’s a provider to their individual practice. And then it’s that provider to the network.”

 Travis Turner, Mary Washington Healthcare

Dashboards & Reporting

Employ platforms that enable your organization to visualize sufficient, real-time data. This drives organizational initiatives and empowers physicians to have the autonomy to course-correct quality to improve care delivery.

Develop an in-house practice transformation dashboard to show overall movement of your practice through the phases of your organizational initiatives. Here’s an example of a dashboard used in the special report Practice Transformation Analytics Dashboard for Clinician Engagement, published by Annals of Family Medicine.

physician-engagement-dashboard

Accountability Tools

Implementing a solution that provides your organization and physicians to practice accountability enables both personal, peer-to-peer, and clinical autonomy. Solutions that use read receipts, automatic escalations, and self-managed scheduling can foster opportunities for meaningful dialogue and potentially reduce burnout.

There are hundreds of ways to slice your data. Look back to your guiding questions to determine the most important KPIs for your organization’s unique goals and priorities.

Check out this snippet from our webinar with Mid-Atlantic Nephrology Associates to learn how they utilize our tracking and reporting capabilities for transparency and accountability across their organization.

Mid-Atlantic Nephrology Associates reduced operational costs by over $9k by modernizing practice communication for a network of more than 52 facilities, 50 providers, and 1,700 patients.

Improving Physician Engagement

Provide Pathways to Influence

Create physician-led channels to the executive suite to share their voice in decision-making. This reframes the narrative of physicians from employees to partnerships, creating a forum for open dialogue between executives and physicians.

Invite physicians to join leadership in roundtable discussions. This fosters an environment where physicians know their voice is heard, helps identify leadership opportunities, and shows commitment to invest in formal and informal opportunities to develop physician leaders and influencers.

Launch a ‘North-Star’ Initiative

Workflows and systemic factors are universal and aren’t limited to one group of care providers. By demonstrating the intent of how multiple initiatives interconnect, it streamlines the number of things physicians are asked to do on top of their patient care routines. As an example, Figure 1 shows how the factors and behaviors that build a safer culture, drive positive outcomes.

physician-engagement-strategy-northstar

Note: Figure adapted from Bisbey et al. (2019)

 

Create a Data Strategy

Data should be applied and not simply collected. An effective way to drive physician engagement is to build a comprehensive data strategy that improves transparency and helps physicians understand the objectives their organization is driving.

North Memorial Healthcare adopted an enterprise data warehouse (EDW) with visualization capabilities to enable physicians to get near real-time answers to their clinical quality improvement questions. The physicians could then see how their decisions affected length of stay (LOS) and how specific changes in clinical processes would improve LOS. By accessing the data, it was easier to convince physicians to make the needed changes.

Form Leadership Development Programs

Physician relationships with staff, background, future planning, and training differ among hospital leaders. This creates challenges in how rapidly physicians are able to respond to marketplace and regulatory change. Adopt intentional leadership development programs for physicians who are both formal and informal leaders.

•  Hold annual leadership summits with executives and the c-suite.
•  Establish physician champions to present peer-selected awards.
•  Kick off meetings with peer-recognized moments of excellence.
•  Form topics of interest or medical specialty groups for collaboration.

How Does Technology Improve Physician Engagement?

Physicians are trained to be patient care providers, not data-entry administrators.

Physician engagement in technology is critical for the future of care delivery, and physicians are looking for solutions that streamline clinical practice, allow more face-to-face time with patients and improve outcomes. The secret is to improving physician engagement in technology adoption is by illustrating why the technology is needed. Take time to involve physicians in the selection and implementation process, and provide data to show how it benefits them and the patients.

Achieving more balance in providers day-to-day is possible with the right technology solution. When looking for a clinical communication and collaboration platform, look for solutions that have considered end-users in the build of the user interface and capabilities. Does it have interoperability across technology, and the capabilities to streamline workflows to increase operational efficiency? Look at the processes it takes and how the platform integrates with EHR systems to improve the medical practitioner’s experience.

In a high stress environment, recognizing physician needs can empower them to implement new technologies. As a result, this can improve satisfaction levels, assist in making better care decisions, and support patient engagement and satisfaction levels.

Find out how the right solution can support your physician engagement strategy.

Telmediq Scores Best in KLAS: Named Clinical Communications Category Leader for Fourth Year in a Row

KLAS AwardIt was announced today that PerfectServe’s Telmediq solution received the coveted 2021 Best in KLAS award for the Clinical Communications segment. Telmediq finished with a score of 92.2, which is more than four points above the average Clinical Communication vendor score of 87.9.

First and foremost, we have to thank our customers for their continued partnership. The last 12 months have been endlessly challenging for healthcare organizations, and it’s been a pleasure working with so many of them to support their efforts responding to a public health crisis. We’re honored to be part of the incredible work so many frontline healthcare workers do every day, and customers will continue to be at the center of every decision we make.

This also marks Telmediq’s fourth consecutive year as the category leader for the Clinical Communications segment, and it reflects countless hours of hard work and dedication by our entire team, from support to product to R&D and beyond. Of particular note, three of the wins have come since PerfectServe’s acquisition of Telmediq in early 2019. Mergers and acquisitions frequently bring concerns about instability for customers, but with PerfectServe’s strong leadership team, we’re proud to say that the company’s expanded resources and talented employees have helped us stay laser focused on delivering the best results for customers.

It’s true that awards are always validating, but recognition from KLAS stands apart because it directly reflects the voice of our customers. KLAS checks in with more than 30,000 healthcare professionals every year as part of their surveying process, so if a product is lacking, they’re going to hear about it firsthand. For that reason, we celebrate this award as proof of successful partnerships with the incredible healthcare organizations we’re fortunate to call customers.

The word “partner” has been uttered in many a PerfectServe Zoom meeting over the last 12 months as we have considered the best ways to support customers through the COVID-19 pandemic. These discussions resulted in an offer of free software and services in the initial stages of the outbreak, and customer feedback about the need for remote patient engagement led us to reprioritize our product roadmap to rapidly develop and launch a new Patient & Family Communication solution that supports video visits, real-time family text updates, and a virtual waiting room capability. Agility and customer service were the themes of 2020.

As we build on the momentum of this humbling recognition and think about what’s ahead for 2021, the words of PerfectServe CEO Guillaume Castel from his interview with HIStalk in September ring truer than ever:

  • All 350 of us at PerfectServe wake up in the morning with a desire to solve bigger problems for our clients and their patients. We start with the end in mind. We are excited about the progress that we have made with our clients and the progress that they are making with their patients.”
  • The journey is what we think of as unified communications. It crosses boundaries and it cannot be an afterthought. It needs to be core to the mission of the company that commits to delivering it. Similarly, workflow enhancements can be achieved by combining technology and innovation with experience and know-how, not just releasing tools and demanding that a clinician use them.”
  • “We spent a great deal of time thoughtfully integrating the various capabilities and thinking about how we could make the sum of the parts bigger than what they were. What we have now is a cross continuum way of enabling communications at scale for the largest health systems in the United States.”

Guillaume’s statements aren’t just idle talk, either. KLAS commentary for Telmediq consistently highlights the professionalism of our team, their willingness to listen to—and take action based on—customer feedback, and how well the platform works. This December 2020 testimony from one organization’s CMIO is a prime example:

  • “Telmediq’s support for us is beyond compare. We are interfacing their product with another vendor’s system, and it is not an easy thing to pass that information back and forth. However, Telmediq has always been willing to invest the time from their side to help our people do that integration. Telmediq is very willing to consider ideas. If we say that we want an improvement to the product, they will actually take that back to their developers, and some version down the road will have that change in it. Telmediq is very responsive to their clients in terms of optimizing the product and doing product development to make it work better.”

More health systems than ever are relying on clinical communication & collaboration (CC&C) systems to coordinate care, and the trend is likely to accelerate in coming years. Though a lot has changed at PerfectServe in the last few years, our dedication to customers and drive to innovate have not wavered in the slightest. With our class-leading (and KLAS-leading!) clinical communication system supplemented by advanced provider scheduling and patient communication capabilities, PerfectServe is uniquely positioned to help health systems improve outcomes for patients—both now and far into the future—by delivering the right information to the right person at the right time for any given situation.

Check back next year around this time to see if we’re holding true to our commitment by going five-for-five with KLAS. For now, we’re going to get back to work.

Reserve a demo with an innovative partner rated Best in KLAS for Clinical Communications after four consecutive years leading the category.

 

Improve Patient Experience Before, During, and After Care

When it comes to communicating with patients, text messages reach them quickly and efficiently. While email and phone calls are increasingly ignored, 90% of text messages are read within three minutes.1 When patients feel connected with their physician and medical practice, this improves a clinics value-based care.

Let’s explore some opportunities to engage with patients via text message throughout their healthcare journey to reduce the cost of outreach and improve the patient experience.

Changing Patient Expectations

The healthcare industry has shifted focus from volume to value, working on the “Triple Aim” of enhancing patient experience (including health and satisfaction), improving the health of populations, and reducing costs.2 Patient satisfaction has become linked to reimbursement at a time when patient expectations for the healthcare experience continue to evolve.

Patients, who are financially responsible for a large portion of their care, approach healthcare encounters with consumer expectations. They expect convenience, personalization, and access to care anytime from anywhere.

Healthcare organizations need new ways to keep patients engaged in their care. They must continually assess patient satisfaction. Unfortunately, improving health system performance toward Triple Aim results has led to worrying rates of clinical burnout.

With technology often cited as one of the leading causes of burnout, organizations are now focusing on the “Quadruple Aim,” which includes provider experience and satisfaction.3 The Quadruple Aim recognizes the importance of usability, effective care processes, and improved clinical workflows to achieve Triple Aim results.

Below are some strategies designed with the Quadruple Aim in mind, reducing administrative burden with patient, population, and diagnostic-specific automations to engage with patients before, during, and after care.

Before Care

How a patient experiences their healthcare encounter begins before the patient even steps through your door. From your website and scheduling process to visit preparation and patient intake, patients are looking for a modern, seamless, and informative experience.

Healthcare organizations looking to transform the patient experience should begin by engaging with patients before their scheduled appointments:

  • Care Preparation Instructions – Use procedure-specific pathways to send reminders to start pre-operative instructions.
  • Appointment Reminders – Text patients reminders of dates, times, and locations of upcoming visits, along with detailed wayfinding instructions.
  • Social Determinants of Health (SDOH) Support – Leverage SDOH data to assist patients through barriers, such as sharing coupons for transportation to reduce no-shows. Hennepin Health recently partnered with Lyft to target patients with a history of clinic no-shows, offering them access to a corporate Lyft account to get to their appointments. At the end of a 12-month trial period, no-show rates decreased an aggregate 27%, clinic revenue increased by $270,000, and ROI was 297%.4
  • Patient Intake – Send patients a link to electronic forms ahead of time to streamline check-in.
  • Real-Time Scheduling Updates – Send status updates to patients to help re-align arrival times when there are scheduling delays.

During Care

The factors that influence a patient’s experience can vary widely based on their reason and length of stay. However, we can follow the broad strokes of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to better identify a patient’s perspective on their care experience.

The 18 substantive questions included in the survey focus primarily on communication with doctors, nurses, and staff during care and at the critical point of discharge. Other questions focus mainly on environmental factors such as cleanliness and sound level.5

From enabling fast, efficient communication between clinicians, patients, and family members to facilitating a more comfortable, safe, and convenient care environment, mobile messaging can greatly improve the patient experience during care.

Patient Medical Video Visit on a Phone without an App

Video Visits

Texting with patients is a quick and easy gateway into scheduled and/or on-demand video visits. PerfectServe’s solution, for example, enables patients to transition from text message to browser-based video visit with the simple touch of a link—no need to download an app or set up a password.

Virtual Waiting Room

A virtual waiting room uses text messages to maintain a safe and comfortable connection with patients during in-person visits by streamlining check-in to help minimize germ exposure and discomfort.

Patient Family Updates

Family members play a crucial role in supporting patients and encouraging them to follow care plans before, during, and after their stay at the hospital. Healthcare organizations are now prioritizing patient families as part of the patient experience. Family members feel more comfortable leaving the waiting room knowing they will receive updates on patient status and return time.

With PerfectServe, care team members can update approved patient family members via secure video, voice, and/or text message. Even a family member who calls into the main hospital call center can quickly get a message to the correct on-call nurse, who can easily respond with one click, masking their personal caller ID.

Read our white paper for more examples of how the right solution can simplify, automate, and strengthen patient and family member encounters.

Integrate Nurse Call, Alert, and Alarm Notifications

Centralize communication across multiple systems onto a single platform to simplify clinical workflow while eliminating extraneous noise. With a solution like PerfectServe’s Clinical Communication & Collaboration (CC&C), nurses can receive alerts on their mobile devices and choose to accept, escalate for assistance, or call back to speak directly with patients.

If a patient pushes the call button for a non-urgent or nonclinical request (such as a water request), the notification can automatically route to a Patient Care Technician, reducing nurse interruptions during care. Patients benefit from reduced noise and faster response times—critical factors in HCAHPS scores.

After Care

Preventable hospital readmissions continue to be top-of-mind, thanks largely to Medicare’s Hospital Readmissions Reduction Program (HRRP) and readmission penalties. HRRP is the “value-based purchasing program that encourages hospitals to improve communication and care coordination to better engage patients and caregivers in discharge plans and, in turn, reduce avoidable readmissions.”6

According to a study published in BMJ Quality & Safety, patients reporting high satisfaction and good provider communication were less likely to be readmitted.7 Decreasing preventable readmissions requires that patients understand and adhere to their care plan, that pain is managed, and that follow-up care is scheduled and attended in less than two weeks.8

Post-Discharge Assessments

Leading hospitals are applying a text-first strategy to monitor treatment, assess pain, and send care plan reminders (such prescription refill reminders). Care teams can use text messages to deliver questions to patients one at a time or all at once with a simple link to a secure web survey.

Frequently checking in both increases patient satisfaction and allows clinicians to escalate concerning responses to secure chat or phone call if needed. PerfectServe’s solution, for example, lets users share a secure chat link that allows patients to discuss more detailed and personal health information.

Park Nicollet Methodist Hospital worked with PerfectServe to launch a text-first follow-up program that included a series of customized questions to assess a patient’s risk for readmission. 70% of questions sent via text message received a response from patients. PerfectServe’s dashboard allowed Park Nicollet to collect and analyze every patient response and nonresponse, segmenting the patient population into risk categories and automatically flagging patients that need immediate follow-up.

Park Nicollet’s results showed that patients who received and responded to text messages were 32% less likely to readmit than those solely contacted by phone (results are risk adjusted to account for the relative complexity of each patient’s conditions).

Patient Satisfaction Surveys

While CMS’ HCAHPS survey has incentivized improvements in patient experience, the response rate from patients has been on the decline.9 Declining response rates could be tied to patients’ perception of the survey’s effectiveness. HCAHPS surveys are administered 2 to 42 days after discharge and often cannot yield the timely data hospitals need to quickly address patient issues.

Given the high impact HCAHPS results have on a hospital’s financial performance, it’s important to seize opportunities to survey patients before the CMS in order to preemptively mitigate issues and improve patient satisfaction. For patient satisfaction surveys to be actionable, they need to be easy and customizable, targeting specific patient populations and encouraging meaningful dialogue.

Deploying surveys via text message is a cost-effective approach to obtaining timely patient insights. With solutions like PerfectServe’s Patient & Family Communication (PFC), surveys can be automatically triggered after healthcare encounters while the experience is fresh on the patient’s mind. Patients who indicate dissatisfaction become a service recovery opportunity. Contacting them to show concern and learn more can inform systemic improvement and change the patient’s impression of the organization.

Deliver an Exceptional Experience

PerfectServe allows hospitals to reach patients and their family members in real time before, during, and after care to better support, assess, and improve the patient experience. Book a demo with a clinical communication specialist to see how we can help you deliver an exceptional patient experience.

Book a Demo

 

Resources:
1. SMS vs Email and Apps: Customer engagement infograph, VoiceSage, Jun. 14, 2018: voicesage.com/blog/sms-compared-to-email-infograph
2. IHI Triple Aim Initiative, Institute for Healthcare Improvement (IHI): ihi.org/Engage/Initiatives/TripleAim
3. From Triple to Quadruple Aim: Care of the Patient Requires Care of the Provider, The Annals of Family Medicine, T. Bodenheimer, C. Sinsky, Nov. 2014: annfammed.org/content/12/6/573.full
4. Do Rideshare Tools Reduce Transport Barriers, Patient No-Shows?, Xtelligent Healthcare Media, Patient Engagement HIT, S. Heath, Jul. 24, 2018: patientengagementhit.com/news/do-rideshare-tools-reduce-transport-barriers-patient-no-shows
5. The HCAHPS Survey – Frequently Asked Questions, Centers for Medicare & Medicaid Services (CMS): cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/Downloads/HospitalHCAHPSFactSheet201007.pdf
6. Hospital Readmissions Reduction Program (HRRP), Centers for Medicare & Medicaid Services (CMS): cms.gov/Medicare/Medicare-Fee-for-Service-Payment/AcuteInpatientPPS/Readmissions-Reduction-Program
7. The association between patient experience factors and likelihood of 30-day readmission: a prospective cohort study, BMJ Quality & Safety, J. Carter et al., 2018: qualitysafety.bmj.com/content/27/9/683
8. Timeliness of Outpatient Follow-up: An Evidence-Based Approach for Planning After Hospital Discharge, The Annals of Family Medicine, C. Jackson, PhD, et al., Mar. 2015: ncbi.nlm.nih.gov/pmc/articles/PMC4369604
9. HCAHPS Survey Non-Response Bias Impacts Scores, Practice Improvement, Xtelligent Healthcare Media, Patient Engagement HIT, S. Heath, May 1, 2019: patientengagementhit.com/news/hcahps-survey-non-response-bias-impacts-scores-practice-improvement

3 Ways to Save Nurses’ Time With Better Communication

Nurses play a central role in providing patient-centered, cost-effective care. They are responsible for care coordination and communication with each patient’s family members, as well as a growing care team of physicians and specialists, ancillary staff, and care coordinators. In addition to nurses’ growing list of daily non-clinical tasks, inefficient care coordination workflows prevent them from providing better patient care.

A 2018 time and motion study revealed that in four hours, nurses spent around 32 minutes communicating with patients and family and 51 minutes communicating and coordinating care with members of the care team1—fully 34.6% of nurses’ time each day. Technology aimed at improving nurse workflows has often contributed to their frustration by adding siloed, task-specific “solutions” to their workload. On top of this, nurse turnover rates increased from 13.5% to 16.7% during 2019.2 From 2020-2021, nurses felt burnt out and overworked due to increased patient demand, poor communication, and hospital staffing shortages.

Let’s talk about an alternative approach to help these medical heroes on the frontlines. Read below for three ways clinical communication and collaboration (CC&C) technology can help healthcare organizations empower their nurses to drive patient-centered care.

Reduce Communication Cycle Times

Communication workflows can be cumbersome, requiring nurses to reference several systems or paper on-call schedules. When they go to page, call, and relay information through the office staff, they have to wait for the intended recipient to call back. This error-prone process causes care delays and requires repetitive steps when a provider is unavailable.

An improved communication strategy built around an integrated healthcare solution can reduce average response times from 45 minutes to 20 minutes or less.3 Here are a few capabilities that make it easier for nurses to find the right physician at the right time:

  • A single, unified directory to find and contact clinicians by name, role, and on-call status (e.g. “cardiologist on call”).
  • Ability to send messages to the whole patient care team at the touch of a button.
  • Built-in physician contact preferences to ensure communication is delivered via the most preferred messaging alert method.
  • Read receipts and smart escalation routing to ensure messages are read, acknowledged, and acted upon in a timely manner.
  • Message history and EHR integration for quick context.

Faster communication leads to a safer, quicker, and higher-quality patient experience.

“When healthcare professionals communicate effectively—conveying critical information in a timely or easily understandable manner, clearly spelling out orders or instructions, and answering questions thoroughly and thoughtfully—they deliver safer and higher-quality care.” -James Merlino, MD

Integrate Alerts and Critical Result Notifications

Alarms, alerts, and other notifications continue to be named among the top 10 health technology hazards for 2020,4 impacting patient satisfaction and contributing to alarm fatigue. This fatigue continues to be an issue for healthcare employees and nursing staff.

In a 2015 study, nurses reported that only 52% of bed calls required nursing care, while others could be answered by support staff.5 Constant interruptions reduce care efficiency and require nurses to make multiple unnecessary trips to patient rooms. While nurses are inundated with alerts, they are not adequately alerted of critical results and orders that truly need their assistance. They are forced to repeatedly check the EHR for updates, wasting valuable time for patients in need.

Centralizing alerts and communication across multiple systems, including the EHR and nurse call system, can eliminate noise, add context to alert notifications, and call attention to critical alerts by allowing:

  • Delivery of alerts to mobile devices, where nurses can accept, escalate, or call back to speak with the patient.
  • Push notification of critical results (lab or radiology) or physician orders to speed up time to care.
  • Routing of nonclinical alerts to patient care techs or nursing assistants.
  • Workflow rules to help ensure that only critical alarms disrupt normal workflows and are differentiated with a distinct alert tone.
  • Clinical surveillance to send push alerts for sepsis, respiratory deterioration, organ failure, etc.
  • Routing of “leads off” alarms to only alert the nurse assigned to that specific patient, set to escalate to the charge nurse if the assigned nurse does not respond within a predetermined time frame, eliminating an audible, ward-wide alert.

In addition to better medical alert systems, learn how nurses can improve self-care.

Simplify Patient Engagement

Nurses are tasked with keeping family members up to date on patient status, sharing care instructions, arranging discharge, and following up with patients and their families after discharge. As nurses invest increasing amounts of time in patient and family engagement activities, they become more confined to the nurses’ station and less available at the patient bedside.

Post-discharge patient engagement relies heavily on phone communication. This has a declining impact due to phone tags and low voicemail retrieval rates. With spammy robocalls and unsolicited messages on the rise, it’s no wonder patient follow-up becomes an arduous task.

On the other hand, secure texting with patients and families allows health systems to automate more effective outreach in the following ways:

  • Share care instructions, arrange discharge, and answer questions.
  • Route inbound messages to the call center, rather than the nurse, for triage.
  • Automate patient outreach, such as surveys, post-discharge instructions (tailored to the patient profile), and referrals.
  • Support two-way communication and allow individuals to respond to patients as needed, leveraging the expertise of nurse assistants, call agents, and more.

Start Saving Nurses’ Time

PerfectServe’s CC&C solution with patient engagement capabilities helps streamline nurse workflows, reduce care delays, improve patient safety, and boost patient satisfaction.

PerfectServe’s Solution for Nurses

 

References:

  1. Nurses’ Time Allocation and Multitasking of Nursing Activities: A Time Motion Study, AMIA Annual Symposium Proceedings, 2018: 1137-1146, Yen, P. et al., 2018: ncbi.nlm.nih.gov/pmc/articles/PMC6371290/#r34-2975707
  2. Why so many nurses are quitting (and what to do about it), Peng, J., Rewers, L., 2021: https://www.advisory.com/Daily-Briefing/2021/10/06/nurse-turnover
  3. Secure Clinical Communications Makes Real Patient Impact, Health IT Outcomes, Griffith, A., 2015: healthitoutcomes.com/doc/secure-clinical-communications-makes-real-patient-impact-0001
  4. 2020 Top 10 Health Technology Hazards Executive Brief, 2020: org/landing-2020-top-ten-health-technology-hazards
  5. Interruptions of nurses’ activities and patient safety: an integrative literature review, Revista Latino-Americana de Enfermagem, Monteiro Cintia et al., 2015: ncbi.nlm.nih.gov/pmc/articles/PMC4376046

Elevating the Role of the Nurse to Support Value-Based Care

When nurses collaborate together, they help the patients and healthcare systems win together. As healthcare has evolved toward a value-based payment model, nurses bridge the gap between hospital leadership and the patient experience. Progressive and innovative healthcare organizations are embracing this new focus on value-based care. It has shifted toward an interdisciplinary approach which leverages population health management and social determinants of health. This increase in patient engagement improves outcomes across the spectrum of care.

“Nursing is a critical player that can directly or indirectly influence hospital performance in the 3 CMS value-based care programs…Nurses are the curial hub that links individuals with the disparate spokes of the health system.”¹

The role of the nurse elevates with value-based care. Nurses provide more patient-centered, efficient, and cost-effective care. From the pre-appointment and intake to discharge and follow-up, nurses can streamline clinical workflows. In the primary care setting, progressive providers have increased patient access by conducting nurse-only patient visits, during which registered nurses document patient histories, order lab or other diagnostic tests, and determine patient acuity. If these wellness visits are virtual, nurses can triage if the patient needs to be admitted right away or if an appointment should be scheduled with their specialist or primary care physician. 

Increased Demand for Nurse-to-Patient Care

To meet the increased demands of value-based care, nurses must work to the top of their licensure. Studies conducted several years ago indicated that, on average, nurses spend as little as 25% to 30% of their time at the bedside.2 On top of clinical workloads, nurses are responsible for care coordination and collaboration among an expanding team of medical professionals and specialists.

Care teams have expanded under value-based care incentives to include nurses, physicians, therapists, and home care workers across multiple hospitals and acute and primary settings. Through these changes, nurses struggle with inefficient workflows associated with legacy communication devices and numerous clinical and communication systems. 

What is being done to help nurses spend more quality time with patients? 

Read how Orange Coast Medical Center implemented PerfectServe’s Clinical Communication & Collaboration system to give time back to nurses for a better patient experience.

Read Our Success Story

The key to supporting the elevation of the nurse is the elimination of activities that do not directly contribute to the health and well-being of patients. The incorporation of innovative technology can assist in this effort. For example, advanced communication technology can help nurses communicate efficiently with other members of the care team including those off-site, such as home health nurses and healthcare professionals at specialized hospitals, skilled nursing facilities, and wound care clinics. 

HIPAA-compliant secure text messaging may take over many of the time-consuming communication tasks to prepare or follow-up with patients. The ideal solution helps reduce non-clinical tasks to allow nurses to focus their time on those patients who need additional care or have chronic condition management needs.

How PerfectServe’s Platform Helps Nurse Collaboration

PerfectServe’s clinical communication and care coordination platform addresses the inefficiencies of work processes and administrative tasks. This allows nurses to assume a more significant role under value-based care, including:

  • Care Team Coordination – Collaborate with providers inside and outside the network. Connect with on-call care team members as a group, or by name or role such as “On-Call Cardiologist.” This ensures a nurse can reach the right physician at the right time to accelerate outcomes, without the inefficiencies of referencing call schedules or playing phone-to-pager tag with physicians.
  • Pre-Appointment Patient Communication – Automate the communication for day-of-procedure information, appointment reminders, and wayfinding to prepare patients for upcoming appointments or procedures.
  • PostAppointment Patient Communication – Automate post-discharge communications to reiterate the care plan, send timely reminders (such as follow-up scheduling and prescription pick up), and assess patient health status and satisfaction with text-first survey questionnaires. Nurses can prioritize follow-up time to only those patients in need of clinical intervention.
  • Time-Critical Updates – Rather than force nurses to log into the EHR to check for results or orders, critical updates (orders and critical lab results) are pushed to the nurse and other care team members to speed up care coordination and delivery.
  • Real-Time Charting – A mobile, easy-to-use interface to access patient information and take notes, with text shortcuts, voice-to-text, and intelligent field mapping to reduce duplicate data entry.
  • Nurse Call, Alarms, Alerts – Nurses receive alerts on their mobile devices and web apps, where they can accept, escalate for assistance, or call back to speak with the patient.

By expanding the role and leadership of registered nurses and implementing improved processes facilitated by innovative technology, healthcare organizations can transform healthcare delivery, achieving improved efficiency and better outcomes at lower costs.

Learn More

1https://www.nurseleader.com/article/S1541-4612(20)30210-X/fulltext
2https://www.healthleadersmedia.com/nursing/outsourcing-discharge-follow-calls-keep-nurses-bedside