1. SMARTworks ® EffectiveResponse Training: Patient Registration National Park Medical Center November 20, 2014

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

3. 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

4. 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/Email Contact with Patient Second Layer Call Center Contact with Patient

5. Patient Registration “Script” Need the number of your “smartphone” (the phone with internet access/data capability) Need the email address for the email that “you always check” Why?...Because we will use it to send you a brief, 5- question survey to find out how you are doing and what you thought of the ED experience at NPMC DO NOT set expectations for any follow-up resulting from any answers DO NOT set expectations for phone calls if patient does not reply electronically Patient Conversation 5

6. Stakeholders at NPMC 6 Enter smartphone number in either the “Home Ph” or “Other Ph” field. Enter only numerical digits (format: XXXXXXXXXX). Enter email address in the appropriate field.

7. Patient Survey (This How Patients Are Contacted the Day After Discharge)

8. Patient Survey 8 Patient receives a text or email message inviting them to click on a secure link

9. Patient Survey 9 The first screen is a click-thru acknowledge ment that the survey is not a substitute for care.

10. Patient Survey 10 Question #1 checks on the patient’s well-being. (We hope to learn that the patient feels the same or better.)

11. Patient Survey 11 If the patient reports feeling worse they receive a “pop- up” instruction to contact their doctor or return to the ER.

12. Patient Survey 12 Patient can add comments as appropriate.

13. Patient Survey 13 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.)

14. Patient Survey 14 If the patient reports having a question, they receive a “pop-up” instruction to call their doctor for answers.

15. Patient Survey 15 Patient can add comments as appropriate.

16. Patient Survey 16 Question #3 asks the patient to rate the nursing staff.

17. Patient Survey 17 Question #4 asks the patient to rate the medical staff.

18. Patient Survey 18 Question #5 asks the patient to share anything else about their experience.

19. Patient Survey 19 If the patient leaves a comment, it is noted that the comment will receive attention.

20. Patient Survey 20 Patient can add comments as appropriate.

21. Patient Survey 21 The final screen provides a link to National Park Medical Center’s portal – My Health Record.

22. Patient Survey 22 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).

23. Questions?