In a pay-for-performance world, patient experience excellence isn't optional

MICHELLE RATHMAN |

article image
Of all the quality and performance measures hospitals must tackle, patient experience (satisfaction) is one of the most challenging. While process and outcome measures have dramatically improved in recent years, there is no fix yet for creating a fail-proof excellent patient experience...

Spotlight

Jamaica Hospital

Established in 1891 in a rented four-bedroom home in Jamaica, Queens, Jamaica Hospital Medical Center’s growth has been remarkable. Through commitment to our mission and collaboration with community residents, businesses and other groups we have strengthened and expanded the hospital’s services. Today Jamaica Hospital is a 431-bed, fully accredited community teaching hospital with a large network of community-based ambulatory care centers. JHMC offers a full array of acute inpatient, rehabilitation and mental health services, and one of the busiest ER-Trauma Centers in the Region.

OTHER ARTICLES

Setting Expectations in a Complex Healthcare System

Article | February 18, 2020

Over the past few weeks, I have written various posts on the experiences I have had with people whom I am working with as a Nurse Advocate. Each person came with unique issues related to their health. One patient had a suspected deep vein thrombosis, one was diagnosed with a reoccurrence of lung cancer, and the third person had a GI bleed with multiple co-morbidities that took months to identify and get under control. My role was to support them by helping them navigate the complex healthcare system by breaking through barriers each faced. These included getting appointments in a reasonable time frame, researching specialists who had the expertise to diagnose and treat them (and who were in their managed care network), working through the complexities of authorizations, payment, and reimbursement issues that accompanied each visit.

Read More

8 Ways To Convince A Loved One To Get Help For Their Anxieties And Fears

Article | February 18, 2020

Do you know a friend or loved one who suffers from fear, anxiety, and depression and do not know what to do? It can be difficult to watch someone you know struggle with their mental health and not be able to do anything about it. As a result, here are 8 important tips on how to help the person you care about in these kinds of situations. 1. Learn as much as you can in managing anxiety and depression: There are many books and information that will educate you on how to deal with fear and anxiety. Share this information with the person who is struggling with their mental health. 2. Be understanding and patient with the person struggling: Dealing with depression and anxiety can be difficult for the person so do not add more problems than what is already there. Do not get into arguments with the person who is having a difficult time with their mental health. 3. Talk to the person instead of talking at them: It is important not to lecture the person who is struggling with anxiety and depression. Talk to the person about their issues without getting upset. Most people will listen if you approach them in the right manner. 4. Remind the person the importance of getting help: One way to convince the person who is struggling with fear and depression is to tell them what may happen if they don't get some assistance. Anxiety and depression can be difficult to manage and usually these mental health issues won't go away by themselves. 5. Find out why the person won't seek assistance: Address the issues on why the person will not get the necessary help. Many people who are struggling are fearful and frustrated. Try to find out the reasons why he or she won't get the help they need and then try to find ways that will overcome their resistance of seeking treatment. 6. Join a local support group: There are many mental health support groups in your area that can help you. Many hospitals, churches, and counselors in your area will be able to provide you with a list of groups. These mental health organizations will be supportive of your situation and they can give you additional advice on how to help the person who is struggling. 7. Talk to someone who has been there: Find somebody who used to struggle with fear, anxiety, or depression and have them talk to the person who is struggling. He or she could use their past experiences to try to reason with the person that you care about, and they might be able to use their insights to convince the individual to seek treatment. 8. Talk to a counselor: Talk to a professional counselor on how you can help your friend or relative with their mental health struggles. A counselor can give you advice and ideas on how to help out your friend. Your main goal is to get the person who is struggling to seek help from a mental health specialist.

Read More

Artificial intelligence and healthcare

Article | February 18, 2020

When we imagine the future, we think about "The Jetsons" or "Back to the Future." Although we are not flying our cars or transporting instantly to any location at the push of a button, Artificial Intelligence (AI) permeates our lives. Think about the last time Netflix picked out your last binge marathon, Gmail finished your sentence or Siri created your grocery list. These are all examples of AI. Companies use Al to predict actions customers will take based on their habits. Al is also shaping the healthcare industry. In fact, according to Becker's Healthcare, Al will save healthcare $52 billion by 2021. Al bots track consumer health, enabling doctors to more easily access patients' health information. Apps and chat bots bridge the communication between the patient and the healthcare provider. Patients receive advice from their bedside and save time by using Al. Al takes a patient's health information and creates recommendations that can prevent further illnesses from occurring. A recent article provides insights on Al and data as a "what is next" for the communication industry.

Read More

Healthcare Data Infrastructure Security Cannot Be Ignored During A Pandemic

Article | February 18, 2020

The rapid advancement of technology has inspired hope in the healthcare industry, promising to employ artificial intelligence (AI) and cloud-based data platforms in life-altering ways. Surgery assisting robots and miraculously accurate AI-based cancer diagnosis methods are a few preliminary examples of what the industry can expect. With all these great technological strides being taken, however, compliance can easily be left in the dust. And with COVID-19 pushing the limits of healthcare systems worldwide, it’s too easy for cybersecurity to become a lesser priority.The situation is bleak, with nearly 17,000 patient records being breached every day, according to Entech. Healthcare democratization is essential to fully harnessing the power of AI and other tech advancements on the horizon, which require compliant data distribution and the application of insights gathered from it. Healthcare institutions are struggling to not only meet basic privacy and compliance laws but have difficulty leveraging the large amounts of data that they store in a meaningful way.

Read More

Spotlight

Jamaica Hospital

Established in 1891 in a rented four-bedroom home in Jamaica, Queens, Jamaica Hospital Medical Center’s growth has been remarkable. Through commitment to our mission and collaboration with community residents, businesses and other groups we have strengthened and expanded the hospital’s services. Today Jamaica Hospital is a 431-bed, fully accredited community teaching hospital with a large network of community-based ambulatory care centers. JHMC offers a full array of acute inpatient, rehabilitation and mental health services, and one of the busiest ER-Trauma Centers in the Region.

Events