![]() ![]() "The key to our digital transformation is definitely our patient portal. A "Fast Pass" feature texts patients if an appointment with a specialist becomes available earlier than a scheduled appointment.Access to clinician notes documented in the Epic electronic health record system.Online scheduling for primary care visits.Williams shares three examples of popular capabilities on the health system's MyUnityPoint patient portal that have had a positive impact on patient experience: The trained patient service representatives also participate in hiring new representatives to ensure that the patient experience culture stays consistent, Williams says. We have them as brand ambassadors and role models in each one of their regions," he says. "We have a cohort of people who can help address patient complaints and do a better job when problems arise. Twenty patient service representatives were selected to participate in the first PSR University class, Williams says. PSR University, which is a yearlong program, is designed to strengthen the ranks of patient service representatives, he says. ![]() These employees play an essential role in patient experience as they are the first people who make contact with patients, such as scheduling appointments and warmly greeting people as they come through the clinic's doors, Williams says. In April, UnityPoint initiated "PSR University" to bolster the training of patient service representatives. I have had medical leadership in every one of our regions ask about opportunities to open these clinics."ģ. These are the first two LGBTQ clinics, and we will be expanding them to other communities. "We currently have nine regions in three states. There are plans to open several more of the LGBTQ-friendly clinics, he says. "These are doctors and nurses who work in our regular clinics during the day," Williams says. The clinics are open every two weeks at night. Staff in the clinics receive Safe Zone training, which covers issues such as letting patients choose the pronoun they want to be identified with and overcoming biases, he says. It's a shining example of the personalization of care that we can provide," Williams says. "These clinics came into being because we had dedicated physicians who wanted to take care of a population that has been discriminated against and underrepresented in healthcare. In April, the second clinic was opened in Des Moines, Iowa. In January 2018, the health system opened the first clinic in Waterloo, Iowa. UnityPoint has launched two LGBTQ-friendly clinics. It's not statistically proven yet, but we'll get there." Our early findings over the past year have shown that we have decreased the rate of readmissions in a fragile population by two-thirds. "There has been a dramatic drop in patients who have been readmitted by using both the predictive analytics and the high touch of dedicated care coordinators. The Heat Map program has attained a significant reduction in hospital readmissions, Williams says. The care coordinators develop trust, they get patients into our clinics before they decompensate, and it is the best example we have of patient segmentation," Williams says. If these nurses tell patients when to get in for follow up and what they need to do to care for themselves, we find patients follow that direction almost 100% of the time. They not only have an empathetic relationship with the patient but also have the patient's confidence. ![]() Many times, they know the patients on a personal basis. "We use our readmissions reduction tool and put it in the hands of our care managers-that's where the personal touch comes in. Nurse care managers play a crucial role in the program, he says. For other patients, they look great a week after leaving a hospital, then two to three weeks after their hospitalization they decompensate," he says. With our readmission tool, we have found that our follow-up visits miss some patients because many decompensate about three days after they get out of a hospital. "For many years, we had been seeing patients one week after hospital discharge for follow up. The Heat Map program allows UnityPoint to target patients who are at risk of readmission, he says. ![]()
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