Recently while riding in a friend’s car, she received a call from a nurse to discuss an upcoming surgery event. During the call, the nurse although extremely pleasant started to provide a list of required care instructions in rapid fire that my friend needed to complete before surgery day. One after the other. The list seemed endless with a couple of if this, then that type of decision tree questions thrown in. Most of the instructions were routine. Others, if not followed could result in the surgery being cancelled which would have sent my friend’s schedule into chaos, as well as the schedule of her caregivers. Lost revenue for the hospital and a missed opportunity to provide a time-sensitive procedure to a waitlisted patient.
After several minutes of instruction, the nurse asked “Do you understand the instructions and do you have any questions?” My friend responded the way most patients do, Yes I understand and no I don’t have any questions.” At that point, I thought no way does she understand everything she just heard and of course she has questions. Nevertheless, the nurse ended the call and likely checked the task as completed on her list of things to do. Before I could say a word, my friend asked, “Can you believe that?” She confirmed what I suspected. “No way am I going to remember all that” she shared. “Why didn’t you say something? I asked. “Why? Would she have done something different? I’m going to stop using healthcare organizations who don’t upgrade their services to include apps for a better patient experience” she replied.
Boom! Right there at that moment she decided the experience she just had was unacceptable. She’s not alone! Although she is likely to not use or recommend that healthcare organization again, there is a bit of a silver lining. She did not give them a bad rating online. High deductibles, high co-pays and health plan churn are causing consumers to shop around for healthcare services. As they compare services, prices and tools provided by the healthcare organization to help them prepare for, recover from or managed their care better, how will they view your organization?
You may think, the patient portal from the electronic health record system (EHR) can help my patients’ better self-care. If you do your research, you will discover EHRs have major limitations in guiding patients through their care journey. It provides helpful information such as lab results, medications, past and future appointments however, it does not provide the interactive instruction required to help patients prepare for procedures, recover from procedures or complete their treatment successfully.
Seremedi’s connected virtual care platform delivers digital therapies and companion applications that are enabling major healthcare organizations help patients be ready for their surgical procedures the way athletes are ready for game day minimizing complications. Execute prescribed treatment and recover successfully from procedures and injuries, minimizing risk, avoidable readmissions and accelerating their path back to health.
Beneficiary or a casualty of digital health solutions? Your choice! Give us a call. We can help.