SMARTworks ® EffectiveResponse Training: Call Center National Park Medical Center November 20, 2014

Training: Call Center Objectives of the patient follow-up program Overview of how SMARTworks ® EffectiveResponse works Review of the Patient Survey – the experience that patients will have with SMARTworks ® EffectiveResponse Script/conversation to have with patients Review of the Call Center Module Questions Agenda 2

Training: Patient Registration Improve patient satisfaction with care Enhance patient well-being −Detect failure to improve −Address any questions or aftercare problems Catching patients who we are not reaching today Provide organizational feedback Objectives – Why This Program is Being Rolled Out 3

EffectiveResponse Overview 4 Generates Monthly Feedback Reports SMARTworks ® EffectiveResponse Daily Data Upload from Meditech EHR Nurse Manager Addresses Any Reported Patient Concerns First Layer Text/ Contact with Patient Second Layer Call Center Contact with Patient

Patient Survey Ideally, this how patients are contacted the day after discharge Patients listed in the Call Center Module did not provide an address or smartphone number, or they did not reply to a text message or request to complete this survey

Patient Survey 6 Patient receives a text or message inviting them to click on a secure link

Patient Survey 7 The first screen is a click-thru acknowledge ment that the survey is not a substitute for care.

Patient Survey 8 Question #1 checks on the patient’s well-being. (We hope to learn that the patient feels the same or better.)

Patient Survey 9 If the patient reports feeling worse they receive a “pop- up” instruction to contact their doctor or return to the ER.

Patient Survey 10 Patient can add comments as appropriate.

Patient Survey 11 Question #2 is a general question to check the patient’s understanding of discharge instructions, home care, medications and follow-up appointments. (We hope to hear that the patient has no questions.)

Patient Survey 12 If the patient reports having a question, they receive a “pop-up” instruction to call their doctor for answers.

Patient Survey 13 Patient can add comments as appropriate.

Patient Survey 14 Question #3 asks the patient to rate the nursing staff.

Patient Survey 15 Question #4 asks the patient to rate the medical staff.

Patient Survey 16 Question #5 asks the patient to share anything else about their experience.

Patient Survey 17 If the patient leaves a comment, it is noted that the comment will receive attention.

Patient Survey 18 Patient can add comments as appropriate.

Patient Survey 19 The final screen provides a link to National Park Medical Center’s portal – My Health Record.

Patient Survey 20 With a single click, the patient is with the log-in screen of My Health Record. (Note that the patient can click on the “Register” tab if they have not been issued a User ID or Password).

Call Center “Script” Confirm that you are speaking to the patient, him or herself, or to the patient’s authorized representative. Since you cannot verify identity, do not provide information concerning the patient’s stay. “Thank you for visiting our Emergency Room, I would like to ask you five brief questions to document how you are doing and to learn about your experience.” Patient Conversation 21

Call Center “Script” Please complete all 5 survey questions. NOTE: If the patient has serious issues, instruct him or her to call 911, return to the ER or see their primary care physician as appropriate. DO NOT set expectations for any follow-up resulting from any answers to the survey questions. Patient Conversation 22

Call Center Module

24 The Call Center is a secure, web- based module. It will be useful to set up a bookmark or link on your browser. You may access PHI via this module – please protect Usernames and Passwords accordingly.

25 Patients are easily sorted by complaint/ diagnosis, visit time, calls attempted, etc.

26 You can quickly document attempts to reach patients or bad phone numbers.

27 Your documentation of responses will generate notifications to the clinical staff (Lance Lindow, Patsy Crumpton and Priscilla Couch).

Call Center How are you feeling today compared to when you were seen in the ER?  Better  Same  Worse Do you have any questions about your discharge instructions, including your home care, medications, or follow-up appointments?  No  Yes Please rate the nursing staff by the level of care and concern they provided.  Very High  High  Average  Low  Very Low Survey Questions (notifications sent for answers in red) 28

Call Center Please rate the doctor by the level of care that he or she provided.  Very High  High  Average  Low  Very Low Would you like to add anything else about your experience?  No  Yes Survey Questions (notifications sent for answers in red) 29

Call Center - Discussion What should I do if the patient reports receiving a text or mentioning a survey? −Ask if the patient can give you no more than 5 minutes to answer 5 simple survey questions or if they can find the time to answer the survey questions electronically sometime during the next 2 hours. FAQs 30

Call Center - Discussion Should I press patients to see if they have any questions? −No. This is a very high-level assessment designed to uncover major issues that may impact the healing or recovery of patients. Documenting minor answers will result in notifications to the clinical staff and that in turn may impact the quality of interactions they can have with other patients. FAQs 31

Questions?