Engaging consumers with the services an organization provides creates a customer base that is well informed. This inevitably leads to customer loyalty, which translates to sales and increased revenues. This approach is being implemented by many different industries including healthcare. The Texas Health Presbyterian Hospital Rockwall is engaging its patients by using the Emmi Solutions interactive multimodal programs.
The Emmi platform is designed to provide information to patients in a language that they can easily understand by simplifying complex medical conditions and treatments. The hospital is providing this service to patients who are about to have a procedure or stay at a hospital. By providing the information of what is about to take place the patient is better informed and more relaxed.
Initially, the program will be used for expectant mothers so healthcare providers can stay in touch with the patients and their families with devices they already own, such as smartphones, tablets and personal computers. By engaging with the patients at their convenience, they are more readily inclined to accept and retain the information available to them.
Engaging patients in this way has been proven to provide an overall positive experience for everyone involved, including staff of the facility, by delivering better outcome and reducing healthcare costs.
The information being delivered to the patient is a multimedia presentation with voice, image, text, and interactivity which can be integrated into health information system, a standalone product, or electronic health records and patient portals. The technology is designed to track how the patient is consuming the information allowing organizations to analyze the effect of this type of engagement has on the patient's to the individual level.
"Our mission is to treat the whole patient, and to do that effectively, patients need to be engaged in their care. Emmi allows us to efficiently and consistently help our patients be more proactive consumers of healthcare," said Tami Hlus-Hawkins, RN, MSN, vice president of Patient Care Services and chief nursing officer at Texas Health Rockwall.
The Emmi process is initiated by a prescription from healthcare professionals including physicians, their staffs, central schedulers, care managers and pharmacists. The patient is given an interactive multimedia program based on the procedure, condition, and moments in care. It is delivered using medical record (EMR), central scheduling system or through EmmiManager, the company's Web-based application.
The patient is then able to access the prescription with secure, password-protected Emmi programs online and view the content as often as they like. Clinicians monitor the progress and report on the completion rate and survey results followed by integration of the information with electronic medical portals.
Edited by
Alisen Downey
