Healthcare Technology Featured Article

March 12, 2014

Interactive Healthcare Improves Patient Knowledge, Satisfaction Ratings


Emmi Solutions announced last week the results of a six-year study proving that its interactive healthcare programming led to higher customer satisfaction and higher Hospital Consumer Assessment of Healthcare Providers and Systems assessments, (HCAHPS) scores. Improvements in HCAHPS scores are important not only for the company’s reflection of patient care, but also for the hospitals themselves as they try to build customer trust and loyalty.

About the study

Patients from 17 hospitals across the U.S. were treated with Emmi’s interactive program to “simplify complex health information and guide them through vital information concerning their upcoming procedure or chronic condition.” HCAHPS surveys were then administered to the patients using Emmi’s programming as well as those who were not. Some of the key findings include:

  • 65 percent of the hospitals experienced a +5 percent improvement in aggregate HCAHPS scores comparing Top Box.
  • 88 percent of hospitals experienced a +5 percent improvement in Top Box answers for the "Doctor's Communication" dimension.
  • 41 percent of hospitals experienced a +5 percent improvement in the HCAHPS question for "Recommending the Hospital" for patients who viewed an Emmi program.

Implications

Interactive programming is not entirely new to healthcare. In August 2009, Health Affairs published “Games For Health: The Latest Tool In The Medical Care Arsenal,” by Carleen Hawn. In the piece, Hawn wrote, “Digital games, including virtual realities, computer simulations, and online play, are valuable tools for fostering patient participation in health-related activities. This is why gaming is the latest tool in the arsenal to improve health outcomes: gaming makes health care fun.”

Image via Shutterstock

While fun might not be the objective for Emmi’s modules, it is not a surprise that the interactive models would find success in a healthcare system. Interaction, even with a computer based program, is more engaging than a pamphlet covering the same information. Lack of engagement is one complaint that many people have when receiving medical care.

According to Consumer Reports, in June 2013 the No. 1 complaint by patients about their doctors was that they felt “Unclear Explanations” were given by their doctors. Also on the list of complaints and related was that patients felt that doctors rushed through their office visits. Emmi’s interactive program may be a viable supplement for harried hospitals and practitioners in an effort in raise customer satisfaction and retain customers.

Jim Cote, senior vice president and clinic administrator of Virginia Mason Medical Center, said, “Past data also has shown that higher HCAHPS scores can lead to lower readmission rates and…We believe these findings bode well for our organization and the future adoption of interactive patient engagement programs.”




Edited by Alisen Downey
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