/ en Fri, 25 Apr 2025 21:21:11 -0500 Mon, 07 Apr 25 15:17:08 -0500 /role-hospitals-kent-hospitals-spaulding-rehabilitation-teams-offer-life-changing-health-care-patients-all-ages <div class="container"><div class="row"><div class="col-md-9"><div class="row"><div class="col-md-5"><p><img src="/sites/default/files/2025-04/ths-rhode-island-rehab-700x532.jpg" alt="Kent Hospital’s Spaulding Rehabilitation teams offer life-changing health care to patients of all ages - image of young female physical therapist working with a middle aged man who is holding light dumbells" width="700" height="532"></p></div><p>Involved in many sports and athletic activities, David played semipro football for six years but experienced several injuries and faced major health challenges beginning in 2010. He weighed 400-plus pounds and struggled walking. After having both hips replaced (eight weeks apart) in 2024, he started physical therapy at Spaulding Outpatient Centers at Kent Hospital in Rhode Island, part of Care New England. David says physical therapy has “completely changed” his life: “<a href="https://www.youtube.com/watch?v=GOEllEWXC6g" target="_blank">It’s bright now</a> — before it was dark.”</p><p>Kent Hospital’s Spaulding Rehabilitation teams offer inpatient and outpatient services, caring for patients recovering from sports injuries, stroke, traumatic brain injury, amputations, concussions, Lyme disease, Parkinson’s disease and more. A multidisciplinary team is led by a physiatrist — a physician specializing in physical medicine and rehabilitation — and includes health professionals from physical therapy, occupational therapy, speech-language pathology, rehabilitation nursing, social work, neuropsychology, nutrition and respiratory therapy, depending on a patient’s needs. The team works to help patients regain strength, mobility and independence and considers patients and their family members as an integral part of the journey.</p><p>In addition, the Pawtucket, R.I., location provides a range of physical, occupational and speech therapy services for children, from newborns to teens. Therapists work closely with parents or guardians and the child’s primary care physician to assess a child’s needs and goals and create a specialized treatment program. Christine Brewster, an occupational therapist at Spaulding Pediatric Rehabilitation, says <a href="https://www.kentri.org/services/spaulding-rehab/pediatric-specialty-services" target="_blank">pediatric occupational therapy services</a> may include helping infants with feeding issues, working with toddlers to improve and refine their motor skills, and helping older children develop more sophisticated interpersonal skills to foster friendships and participation in groups and on sports teams.</p><p><a class="btn btn-primary" href="https://www.kentri.org/services/spaulding-rehab" target="_blank">LEARN MORE</a></p></div></div><div class="col-md-3"><div><h4>Resources on the Role of Hospitals</h4><ul><li><a href="/center/population-health">Improving Health and Wellness</a></li><li><a href="/roleofhospitals">All Case Studies</a></li></ul></div></div></div></div> Mon, 07 Apr 2025 15:17:08 -0500 Patient-Centered Care /advancing-health-podcast/2025-03-17-architecting-care-cancer-journey-intersects-breast-centers-design <p>How do you design a health care space that truly prioritizes patient experience? In this conversation, Sara Robinson, senior associate healthcare architect at McMillan Pazdan Smith Architecture, and Jamie Feinour, vice president of operations at Novant Health Presbyterian Medical Center and president of Novant Health Charlotte Orthopedic Hospital, discuss how patient-centered design and innovative architecture come together to create spaces of healing for patients and providers, and how Sara's personal cancer journey impacted the design for Novant Health's Breast Center.</p><hr><div></div><p> </p> Mon, 17 Mar 2025 00:44:00 -0500 Patient-Centered Care /role-hospitals-mass-general-children-hospital-team-family-young-patient-living-prosthetic-leg <div class="container"><div class="row"><div class="col-md-9"><div class="col-md-6"><p><img src="/sites/default/files/2025-01/THS-savannah-solivan-700x532.jpg" data-entity-uuid data-entity-type="file" alt="Mass General for Children patient Savannah" width="700" height="532"></p><p class="text-align-center"><em>Savannah Solivan </em><br><em>(Photo courtesy of Jillian Gateley and family)</em></p></div><p>Savannah, a 12-year-old from North Andover, Mass., loves gymnastics, soccer and swimming — activities she is enjoying two years after being diagnosed with osteosarcoma, a rare form of bone cancer, and adjusting to living with a prosthetic leg. Savannah’s mother, Jillian, credits a multidisciplinary team at Mass General for Children (MGfC) in Boston for their compassionate care and extraordinary expertise during a “lengthy, harrowing medical journey.” </p><p>At age 10, Savannah started feeling pain in her right leg. X-rays showed a large mass on her right tibia, and further tests revealed it was a cancerous tumor. One piece of good news: The cancer had not spread. </p><p>Alison Friedmann, M.D., clinical director of the pediatric hematology/oncology unit at MGfC, led Savannah’s care team, which involved clinicians from orthopedics, orthopedic oncology surgery and radiation oncology as well as pharmacists, nurses qualified to administer chemotherapy medications, child life specialists and therapists, and many other health care professionals. “There’s just so much that goes into treating a child with cancer, which is why it’s almost done exclusively at academic medical centers like Mass General,” <a href="https://www.massgeneralbrigham.org/en/about/newsroom/patient-stories/pediatric-osteosarcoma-mgb-home-care" target="_blank">Friedmann observed</a>. </p><p>Savannah’s treatment began with 10 weeks of chemotherapy, followed by a nine-hour surgery and then several more months of chemotherapy. After that, she endured several more surgeries as doctors tried to save her leg, which wasn’t healing well and became infected. A home care nurse visited two times a week to help Jillian with wound care. </p><p>Twenty-one months after the initial diagnosis, Savannah, Jillian and an orthopedic oncology surgeon discussed the prognosis and decided a below-the-knee amputation was “the best path forward.” A prosthetic leg would give Savannah the chance to enjoy the athletic activities she loved, and saving her leg wouldn’t. </p><p>A Mass General orthopedic and oncology surgeon and two plastic surgeons performed the amputation using targeted muscle reinnervation, an innovative procedure that reroutes amputated nerves to new muscle targets. The goal is to prevent phantom limb pain. </p><p>After a successful surgery and then being fitted with a prosthetic leg, Savannah continued to receive therapy and began to walk again. </p><p><a href="https://www.massgeneralbrigham.org/en/about/newsroom/patient-stories/pediatric-osteosarcoma-mgb-home-care" target="_blank">Jillian said</a> the MGfC care team was “like family,” helping her get through one of the hardest things “I could ever imagine going through as a parent.” Jillian and the health care team praised Savannah’s maturity and resilience throughout her cancer treatments and surgeries as she now “transitions to her new normal.” </p><p><a class="btn btn-primary" href="https://www.massgeneralbrigham.org/en/about/newsroom/patient-stories/pediatric-osteosarcoma-mgb-home-care">READ MORE</a></p></div><div class="col-md-3"><div><h4>Resources on the Role of Hospitals</h4><ul><li><a href="/topics/innovation">Innovation, Research and Quality Improvement</a></li><li><a href="/roleofhospitals">All Case Studies</a></li></ul></div></div></div></div> Mon, 06 Jan 2025 15:01:59 -0600 Patient-Centered Care /member-knowledge-exchange/2024-12-11/resilient-health-system-operating-model <div> </div>header.jumbotron {display:none} <div> /* center_body */ .center_body { /*margin-top:50px;*/ /* margin-bottom: 50px;*/ } .center_body h3 {} .center_body p { font-size: 16px } p.center_Intro { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 25px 0; font-weight: 700; font-size: 2em; } @media (max-width:768px) { p.center_Intro { line-height: 1.2em; font-size: 23px; font-size: 1.45em; } } .center_body .center_Lead { color: #63666A; font-weight: 300; line-height: 1.4; font-size: 21px; } /* center_body // */ /* Banner_Title_Overlay_Bar */ .Banner_Title_Overlay_Bar { position: relative; display: block; overflow: hidden; max-width: 1170px; margin: 0px auto 25px auto; } .Banner_Title_Overlay_Bar h1 { position: absolute; bottom: 40px; color: #003087; background-color: rgba(255, 255, 255, .8); width: 100%; padding: 20px 40px; font-size: 3em; box-shadow: 0 3px 8px -5px rgba(0, 0, 0, .6); } @media (max-width:991px) { .Banner_Title_Overlay_Bar h1 { bottom: 0px; margin: 0px; font-size: 2.5em; } } @media (max-width:767px) { .Banner_Title_Overlay_Bar h1 { font-size: 2em; text-align: center; text-indent: 0px; padding: 10px 20px; } } @media (max-width:530px) { .Banner_Title_Overlay_Bar h1 { position: relative; background-color: #63666A22; } } /* Banner_Title_Overlay_Bar // */ <header class="Banner_Title_Overlay_Bar"><img src="/sites/default/files/2024-12/VED_Accenture_Governance_banner_1170x250.png" alt="Banner Image" width="1170" height="250"><div><h1>The Resilient Health System Operating Model</h1></div></header>/* CntMenuSub */ .CntMenuSub{ margin:20px 0px; padding-bottom: 5px; color: #afb1b1; letter-spacing: 1.5px; font-weight: 400; font-size: .7em; } .CntMenuSub .CntMenuBar{ border-bottom: 1px solid lightblue; } .CntMenuSub .CntMenuBar a:after{ content: "|"; padding: 0 3px 0 6px; color: #555; } .CntMenuSub .CntMenuBar a:last-child:after{ content: ""; } .CntMenuSub .CntMenuSubHome, .CntMenuSub .CntMenuSubParent{ text-transform: uppercase; color: #555; opacity: .9; } .CntMenuSub .CntMenuSubParent{ } .CntMenuSub .CntMenuSubChild{ } .CntMenuSub .CntMenuSubCurrent{ opacity: .7; } .CntMenuSub .CntMenuSubHome:hover, .CntMenuSub .CntMenuSubParent:hover{ text-transform: uppercase; color: #d50032; } /* CntMenuSub // */ <div class="container CntMenuSub"><div class="col-md-1"> </div><div class="col-md-10 row CntMenuBar"><a class="CntMenuSubHome" href="/education-events/aha-virtual-executive-dialogues">AHA Knowledge Exchange</a> <span class="CntMenuSubChild" id="CntMenuSubChild">The Resilient Health System Operating Model</span></div><div class="col-md-1"> </div></div><div class="row spacer"><div class="col-sm-3"><div><a href="/system/files/media/file/2024/12/ke-accenture-resilient-health-system-operating-model.pdf" target="_blank"><img src="/sites/default/files/2024-12/VED_Accenture_Governance_cover_910x1220.jpg" alt="AHA Knowledge Exchange | The Resilient Health System Operating Model" width="100%" height="100%"></a></div></div><div class="col-sm-9 center_body">.sponsortype { color: #9d2235; font-size: 1.5em; margin: 0px; font-weight: 700; } <p class="sponsortype">AHA Knowledge Exchange</p> Intro.............. </p> --> xxxxxx </p> --><h2>Organizational strategies and new avenues for value creation in health care</h2><p>Health care systems are facing the leadership challenge of navigating between the benefits of scale and the added operational complexities that can come with size. The pandemic fundamentally altered consumer behavior and expectations while reshaping traditional health care service delivery models. Large systems can experience delays in decision-making amid layers of review and internal deliberations. Add to this the entry of nontraditional provider competitors and technology disruptions and it becomes an imperative for health systems to continuously examine and improve operational and governance models. This Knowledge Exchange e-book examines how health system leaders are changing governance, decision-making and their operating models for the future.</p><div class="row">@media (min-width:768px){ .EDsponsorFloat{ float:right; } } @media (max-width:767px){ .EDLinkFloat{ position:relative; left:27%; } .EDsponsorFloat { text-align:center } } <div class="col-sm-6"><a class="btn btn-wide btn-primary EDLinkFloat" href="/system/files/media/file/2024/12/ke-accenture-resilient-health-system-operating-model.pdf" title="AHA Knowledge Exchange | The Resilient Health System Operating Model" data-view-context="top-level-view">Download the Report</a></div><div class="col-sm-6"><div class="EDsponsorFloat">Sponsored by: <a href="https://www.accenture.com/" target="_blank" rel="noopener nofollow"><img src="/sites/default/files/2023-10/Accenture_FutureReadyWorkforce_transparent_logo_834x313.png" alt="Accenture Logo" width="100%" height="100%"></a></div></div></div></div></div>.sp_CTA5_holder { margin-top:0px; border-bottom: solid 1px #555; padding-bottom: 50px; } .sp_CTA5_holder_last { border-bottom: solid 0px #555; } .sp_CTA5_holder >div{ overflow: auto; } .sp_CTA5_holder ul { list-style: none; /* Remove default bullets */ padding-left: 0px; /*width: calc(100% - 15%);*/ /*margin: 50px auto 0;*/ margin:auto 50px; } .sp_CTA5_holder ul li{ margin-bottom:7px; line-height: 1.5em; font-size:16px; } .sp_CTA5_holder ul li::before { content: " "; font-size: 1em; margin-right: 10px; display: inline-block; height: 12px; background-color: #9d2235; width: 12px; position: relative; top: 0px; -webkit-transform: rotate(45deg); -moz-transform: rotate(45deg); -o-transform: rotate(45deg); } .sp_CTA5_holder ul li{ padding-left:23px; text-indent:-23px; } .body ol>li, .body ul>li{ font-size:16px: } .sp_CTA5_holder h2 { color: #002855; /*! line-height: 2em; */ font-size: 2.15em; margin: 0 0 15px 0; /*! font-size: 30px; */ } .sp_CTA5_holder h3 { /*color: #002855;*/ line-height: 1em; /*font-size: 1.5em;*/ margin-bottom: 25px; margin-top:5px; font-size: 28px; } .sp_CTA5_section{ margin-top: 25px } .sp_CTA5_ImgShadow { /*background-color:green;*/ /* just a visual */ text-align: center } .sp_CTA5_ImgShadow { padding-bottom:75px; /* must match the padding on the img*/ margin: 0px; } .sp_CTA5_ImgShadow img{ width: calc(100% - 35px - 15px); -webkit-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); -moz-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); position: relative; top: 75px; max-width: 490px; } @media (max-width:990px){ .sp_CTA5_ImgShadow img{ max-width: 350px;} } @media (max-width:990px){ .sp_CTA5_ImgShadow { padding-bottom:75px; /* must match the padding on the img*/ margin: 0px; margin-right: 40px } } <div class="row spacer sp_CTA5_holder sp_CTA5_holder_last"><div class="col-md-12"><h3>10 ways health system executives are building a robust governance and operating model</h3><div class="sp_CTA5_section"><ul><li>Design your governance structure for where you want to be in the future and for growth.</li><li>Activate your operating model to align the organization to execute your playbook.</li><li>Create system committees and set clear approval authorities to move to one corporate culture.</li><li>Develop matrix-defining key accountabilities and decision rights across the organization.</li><li>Amplify physician and nurse leaders in the organization to have decision rights regarding the vision, strategy and priorities as well as the pipelines of the C-suite.</li><li>Empower decision-making bodies to be agile and move strategy forward.</li><li>Set a timeline, process and an approval process for all major initiatives.</li><li>Bring new voices and diversity onto the board — a mix of out-of-market people while keeping a balance of market people and skill sets.</li><li>Implement innovative care models, invest in automation to streamline work and move to a global workforce model.</li><li>Evaluate governance and operating structure yearly against strategy (what you are trying to achieve) and top organizational risks.</li></ul></div></div></div><h2>Participants</h2>/* people */ .people { margin-top: 50px; } .people img:nth-child(1) { border-radius: 200px; -moz-border-radius: 200px; -webkit-border-radius: 200px; margin-bottom: 10px; max-width:200px; /* for Transformation Talks */ display:block; /* for Transformation Talks */ margin:auto; /* for Transformation Talks */ } .people img:nth-child(1):hover { opacity: .7 } @media (max-width:991px) { .people { margin: auto; } .people p { text-align: center } } .ci_profile { margin-bottom: 30px; display: block; text-align:center /* this is for the "Executive Dialogue" page */ } @media (max-width:991px) { .ci_profile { text-align: center } } .ci_profile p { margin: 0 0 7px 0 } .ci_profile_name { font-weight: 700; font-size: 20px; } p.ci_profile_name { font-size: 1.5em; line-height:1.2em; margin-top:10px } .ci_profile_title { font-style: italic; line-height: 1.3em } .ci_profile_company { font-size: 1em; } p.ci_profile_award { font-size: .8em; text-align:center; color:#55555599; font-weight: 700 } .ci_profile_social { width: auto; } .ci_profile_social i { padding-right: 25px; font-size: 20px } .ci_profile_social a:last-of-type i { padding-right: 0px; } #ci_footer-social { font-size: 1.5em; padding-top: 0px; width: 100%; text-align: right; } @media (max-width:991px) { .ci_logo { margin-top: 25px } .ci_social p { text-align: center !important; } #ci_footer-social { text-align: center } } @media (min-width:769px){ .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768>[class*='col-'] { -ms-flex: 3; /* IE 10 */ flex: inherit; /*flex*/ width: calc((100% / 3) - 2px) /*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/; } } @media (max-width:767px) and (min-width:361px){ .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768>[class*='col-'] { -ms-flex: 1; /* IE 10 */ flex: auto; width: calc((100% / 2) - 2px) /*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/; } } p.ci_profile_name { font-size: 1.5em; line-height:1.2em; margin-top:10px } .people .ci_profile_combined{ font-size:14px; line-height: 18px; } .people .ci_profile_combined span{ font-style: italic; } .people .ci_profile_combined:before{ content:""; border-bottom: solid 1px #55555522; display: block; clear: both; width: 85%; margin: 5PX auto 10px; } <div class="people"><div class="row rowEqual_768"><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Boulenger_Bo_300x300.jpg" alt="Bo Boulenger" width="300" height="300"><p class="ci_profile_name">Bo Boulenger</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Baptist Health South Florida</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Dover_James_300x300.jpg" alt="James F. Dover" width="300" height="300"><p class="ci_profile_name">James F. Dover, FACHE</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Avera Health</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Gonsor_Lynn_300x300.jpg" alt="Lynn Gonsor" width="300" height="300"><p class="ci_profile_name">Lynn Gonsor</p><p class="ci_profile_title">Managing Director, Strategy and Consulting</p><p class="ci_profile_company">Accenture</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Gronewold_Russ_300x300%20%282%29.jpg" alt="Russ Gronewold" width="300" height="300"><p class="ci_profile_name">Russ Gronewold</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Bryan Health</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Heywood_Matt_300x300.jpg" alt="Matt Heywood" width="300" height="300"><p class="ci_profile_name">Matt Heywood</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Aspirus Health</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Levi_Marion_300x300.jpg" alt="Marlon Levy" width="300" height="300"><p class="ci_profile_name">Marlon Levy, M.D., MBA</p><p class="ci_profile_title">CEO</p><p class="ci_profile_company">VCU Health System</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Pinson_CWright_300x300.jpg" alt="C. Wright Pinson" width="300" height="300"><p class="ci_profile_name">C. Wright Pinson, M.D., MBA</p><p class="ci_profile_title">Deputy CEO and Chief Health System Officer</p><p class="ci_profile_company">Vanderbilt University Medical Center</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Roth_Chris_300x300.jpg" alt="Chris Roth" width="300" height="300"><p class="ci_profile_name">Chris Roth</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">St. Luke’s Health System</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Shannon_Lisa_300x300.jpg" alt="Lisa Shannon" width="300" height="300"><p class="ci_profile_name">Lisa Shannon</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Allina Health</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Slubowski_Michael_300x300%20%281%29.jpg" alt="Michael Slubowski" width="300" height="300"><p class="ci_profile_name">Michael Slubowski</p><p class="ci_profile_title">President and CEO</p><p class="ci_profile_company">Trinity Health</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-12/Hood_Michelle_300x300%20%283%29.jpg" alt="Michelle Hood" width="300" height="300"><p class="ci_profile_name">Moderator:</p><p class="ci_profile_name">Michelle Hood</p><p class="ci_profile_title">Executive Vice President and Chief Operating Officer</p><p class="ci_profile_company">���������� Association</p></div></div></div>@media (min-width:768px){ .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .rowEqual_768>[class*='col-'] { -ms-flex: 1; /* IE 10 */ flex: auto; width: calc(33.3% - 2px) /*Safari Fix*/; } } .center_callout_3invert { background-color: #f6f6f6; text-align: center; /*margin-bottom:25px;*/ margin-top:30px; } .center_callout_3invert h4 { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 30px 0; } .center_callout_3invert h3 { margin: 25px 0 0 0; color: #555; font-size: .7em; text-transform: uppercase; font-weight: 400; letter-spacing: 3px; } .center_callout_3invert p{ font-size:16px; } <div class="row center_callout_3invert"><div class="col-md-1"> </div><div class="col-md-10"><h2>AHA Knowledge Exchange</h2><p>Gain insights from the C-suite and health care leaders on the most pressing issues and transformational strategies.</p><p><a class="btn btn-wide btn-primary" href="/education-events/aha-virtual-executive-dialogues" data-view-context="top-level-view">Explore the Series</a> /* y-hr3 */ .y-hr3{ clear: both; } .y-hr3 div:nth-child(2) { border-top: solid 2px lightgrey; margin: 50px 0px; height: 0px } /* y-hr3 // */ </p><div class="row y-hr3"><div class="col-md-3"> </div><div 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hreflang="en">Transforming the Behavioral Health Journey</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Transforming the behavioral health journey with strategic initiatives to build a sustainable and coordinated behavioral health services continuum.</div> </div></div> </div> </div> <div class="more-link"><a href="/aha-knowledge-exchange-archive">View All: AHA Knowledge Exchange</a></div> </section> </div> </div></div> Tue, 10 Dec 2024 16:11:13 -0600 Patient-Centered Care /member-knowledge-exchange/2024-12-06/optimize-your-hospitals-revenue-cycle-efficient-patient-centered-operations <div> </div>header.jumbotron {display:none} <div> /* center_body */ .center_body { /*margin-top:50px;*/ /* margin-bottom: 50px;*/ } .center_body h3 {} .center_body p { font-size: 16px } p.center_Intro { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 25px 0; font-weight: 700; font-size: 2em; } @media (max-width:768px) { p.center_Intro { 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src="/sites/default/files/2024-12/VED_RI_RevenueCycle_banner_1170x250.png" alt="Banner Image" width="1170" height="250"><div><h1>Optimize Your Hospital’s Revenue Cycle for Efficient, Patient-Centered Operations</h1></div></header>/* CntMenuSub */ .CntMenuSub{ margin:20px 0px; padding-bottom: 5px; color: #afb1b1; letter-spacing: 1.5px; font-weight: 400; font-size: .7em; } .CntMenuSub .CntMenuBar{ border-bottom: 1px solid lightblue; } .CntMenuSub .CntMenuBar a:after{ content: "|"; padding: 0 3px 0 6px; color: #555; } .CntMenuSub .CntMenuBar a:last-child:after{ content: ""; } .CntMenuSub .CntMenuSubHome, .CntMenuSub .CntMenuSubParent{ text-transform: uppercase; color: #555; opacity: .9; } .CntMenuSub .CntMenuSubParent{ } .CntMenuSub .CntMenuSubChild{ } .CntMenuSub .CntMenuSubCurrent{ opacity: .7; } .CntMenuSub .CntMenuSubHome:hover, .CntMenuSub .CntMenuSubParent:hover{ text-transform: uppercase; color: #d50032; } /* CntMenuSub // */ <div class="container CntMenuSub"><div class="col-md-1"> </div><div class="col-md-10 row CntMenuBar"><a class="CntMenuSubHome" href="/education-events/aha-virtual-executive-dialogues">AHA Knowledge Exchange</a> <span class="CntMenuSubChild" id="CntMenuSubChild">Optimize Your Hospital’s Revenue Cycle for Efficient, Patient-Centered Operations</span></div><div class="col-md-1"> </div></div><div class="row spacer"><div class="col-sm-3"><div><a href="#DownloadFile" target="_blank"><img src="/sites/default/files/2024-12/KnowEx_RI_RevenueCycle_cover_910x1220_rev1.jpg" alt="AHA Knowledge Exchange | Optimize Your Hospital’s Revenue Cycle for Efficient, Patient-Centered Operations" width="100%" height="100%"></a></div></div><div class="col-sm-9 center_body">.sponsortype { color: #9d2235; font-size: 1.5em; margin: 0px; font-weight: 700; } <p class="sponsortype">AHA Knowledge Exchange</p> xxxxxx </p> --> Intro.............. </p> --><h2>Enhance critical KPIs via intelligent innovations using AI and automation</h2><p>As hospitals and health systems prepare for 2025, reinforcing financial stability and cash flow in the face of rising costs, declining reimbursements and workforce challenges is top of mind. Health care leaders need full visibility into key performance indicators (KPIs) and the drivers of performance in revenue cycle management (RCM) outcomes to make informed decisions.</p><p>By reducing redundant tasks, artificial intelligence (AI) streamlines documentation and processes, which in turn can help lower denial rates and boost patient satisfaction. This Knowledge Exchange e-book examines KPIs vital for revenue-cycle outcomes and focuses on how AI and other advanced technologies may drive RCM improvements and the delivery of high-quality patient care.</p><div class="row">@media (min-width:768px){ .EDsponsorFloat{ float:right; } } @media (max-width:767px){ .EDLinkFloat{ position:relative; left:27%; } .EDsponsorFloat { text-align:center } } <div class="col-sm-6"><a class="btn btn-wide btn-primary EDLinkFloat" href="#DownloadFile" title="AHA Knowledge Exchange | Optimize Your Hospital’s Revenue Cycle for Efficient, Patient-Centered Operations" data-view-context="top-level-view">Download the Report</a></div><div class="col-sm-6"><div class="EDsponsorFloat">Sponsored by: <a href="https://www.r1rcm.com/" target="_blank" rel="noopener nofollow"><img src="/sites/default/files/2024-03/Logo_R1_834x313.jpg" alt="R1 Logo" width="100%" height="100%"></a></div></div></div></div></div>.sp_CTA5_holder { margin-top:0px; border-bottom: solid 1px #555; padding-bottom: 50px; } .sp_CTA5_holder_last { border-bottom: solid 0px #555; } .sp_CTA5_holder >div{ overflow: auto; } .sp_CTA5_holder ul { list-style: none; /* Remove default bullets */ padding-left: 0px; /*width: calc(100% - 15%);*/ /*margin: 50px auto 0;*/ margin:auto 50px; } .sp_CTA5_holder ul li{ margin-bottom:7px; line-height: 1.5em; font-size:16px; } .sp_CTA5_holder ul li::before { content: " "; font-size: 1em; margin-right: 10px; display: inline-block; height: 12px; background-color: #9d2235; width: 12px; position: relative; top: 0px; -webkit-transform: rotate(45deg); -moz-transform: rotate(45deg); -o-transform: rotate(45deg); } .sp_CTA5_holder ul li{ padding-left:23px; text-indent:-23px; } .body ol>li, .body ul>li{ font-size:16px: } .sp_CTA5_holder h2 { color: #002855; /*! line-height: 2em; */ font-size: 2.15em; margin: 0 0 15px 0; /*! font-size: 30px; */ } .sp_CTA5_holder h3 { /*color: #002855;*/ line-height: 1em; /*font-size: 1.5em;*/ margin-bottom: 25px; margin-top:5px; font-size: 28px; } .sp_CTA5_section{ margin-top: 25px } .sp_CTA5_ImgShadow { /*background-color:green;*/ /* just a visual */ text-align: center } .sp_CTA5_ImgShadow { padding-bottom:75px; /* must match the padding on the img*/ margin: 0px; } .sp_CTA5_ImgShadow img{ width: calc(100% - 35px - 15px); -webkit-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); -moz-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); position: relative; top: 75px; max-width: 490px; } @media (max-width:990px){ .sp_CTA5_ImgShadow img{ max-width: 350px;} } @media (max-width:990px){ .sp_CTA5_ImgShadow { padding-bottom:75px; /* must match the padding on the img*/ margin: 0px; margin-right: 40px } } <div class="row spacer sp_CTA5_holder sp_CTA5_holder_last"><div class="col-md-12"><h3>9 ways health leaders are leveraging automation and AI to improve financial performance and service quality</h3><div class="sp_CTA5_section"><ul><li><strong>Establish a team to analyze denial patterns</strong>. Consider utilizing robotic process automation (RPA) to keep up with changing payer and plan policies that may result in denials.</li><li><strong>Reduce days in accounts receivable by using predictive modeling</strong> based on historical data from payer denials and scoring of accounts to assign work to teams.</li><li><strong>Reduce denials by using automation in the electronic health record (EHR)</strong> to identify appropriate coding for particular services, which can be shared with specialist providers.</li><li><strong>Use RPA to automate eligibility verification and registration processes</strong> in order to optimize workflows and operations.</li><li><strong>Consider AI functionality to efficiently create clinical documentation improvement alerts</strong>, which will help staff identify accounts and claims in need of additional clinical information.</li><li><strong>Implement computer-assisted coding to drive down “Discharged Not Final Billed” accounts</strong> and consider autonomous where feasible to alleviate coding staff shortages and allow coders to focus on more complex cases.</li><li><strong>Utilize AI and RPA to assist with drafting appeal letters</strong> in order to streamline steps and reduce administrative burden on staff and clinicians.</li><li><strong>Employ a payer scorecard</strong> with denial analytics and predictive modeling to assist in Joint Operating Committee (JOC) meetings with payers.</li><li><strong>Craft a patient-centric financial experience</strong> using AI to create a transparent and flexible billing experience.</li></ul></div></div></div><h2>Participants</h2>/* people */ .people { margin-top: 50px; } .people img:nth-child(1) { border-radius: 200px; -moz-border-radius: 200px; -webkit-border-radius: 200px; margin-bottom: 10px; max-width:200px; /* for Transformation Talks */ display:block; /* for Transformation Talks */ margin:auto; /* for Transformation Talks */ } .people img:nth-child(1):hover { opacity: .7 } @media 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text-align: center } } @media (min-width:769px){ .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768>[class*='col-'] { -ms-flex: 3; /* IE 10 */ flex: inherit; /*flex*/ width: calc((100% / 3) - 2px) /*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/; } } @media (max-width:767px) and (min-width:361px){ .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768>[class*='col-'] { -ms-flex: 1; /* IE 10 */ flex: auto; width: calc((100% / 2) - 2px) /*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/; } } p.ci_profile_name { font-size: 1.5em; line-height:1.2em; margin-top:10px } .people .ci_profile_combined{ font-size:14px; line-height: 18px; } .people .ci_profile_combined span{ font-style: italic; } .people .ci_profile_combined:before{ content:""; border-bottom: solid 1px #55555522; display: block; clear: both; width: 85%; margin: 5PX auto 10px; } <div class="people"><div class="row rowEqual_768"><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Ackroyd_Elizabeth_300x300.png" alt="Elizabeth Ackroyd" width="300" height="300"><p class="ci_profile_name">Elizabeth Ackroyd, MBA, CPC</p><p class="ci_profile_title">Senior Manager of Revenue Integrity</p><p class="ci_profile_company">Sarasota Memorial Health Care System</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Blakely_Marley_300x300.png" alt="Marley Blakeley" width="300" height="300"><p class="ci_profile_name">Marley Blakeley</p><p class="ci_profile_title">Vice President, Revenue Cycle Operations</p><p class="ci_profile_company">R1</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Cook_Jessica_300x300.png" alt="Jessica Cook" width="300" height="300"><p class="ci_profile_name">Jessica Cook</p><p class="ci_profile_title">Patient Access Supervisor</p><p class="ci_profile_company">Children’s Healthcare of Atlanta</p> profile_combined </p> <p class="ci_profile_award"> profile_award </p> <div class="ci_profile_social"> profile_social </div> --></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Hauser_Ruth_300x300.png" alt="Jackie Rouse" width="300" height="300"><p class="ci_profile_name">Ruth Hauser, RHIA, CDIP, CHPC</p><p class="ci_profile_title">Director, Health Information Management and Clinical Documentation Improvement</p><p class="ci_profile_company">Children’s Hospital Los Angeles</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Johnston_Valerie_300x300.png" alt="Valarie Johnston" width="300" height="300"><p class="ci_profile_name">Valarie Johnston, BSHA, CPC, CRCR</p><p class="ci_profile_title">Director, Patient Financial Services</p><p class="ci_profile_company">Bryan Medical Center</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Kirkland_Kathie_300x300.png" alt="Kathie Kirkland" width="300" height="300"><p class="ci_profile_name">Kathie Kirkland, MBA</p><p class="ci_profile_title">Director, Patient Financial Services</p><p class="ci_profile_company">Henry Mayo Newhall Hospital</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Marqueira_Lisa_300x300.png" alt="Lisa Maqueira" width="300" height="300"><p class="ci_profile_name">Lisa Maqueira</p><p class="ci_profile_title">Vice President of Finance and Chief Revenue Cycle Officer</p><p class="ci_profile_company">Cedars-Sinai</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-04/Hoppszallern_Suzanna_300x300%20%281%29.png" alt="Suzanna Hoppszallern" width="300" height="300"><p class="ci_profile_name">Moderator:</p><p class="ci_profile_name">Suzanna Hoppszallern</p><p class="ci_profile_title">Senior Editor, Center for Health Innovation</p><p class="ci_profile_company">���������� Association</p></div></div></div><div class="raw-html-embed"> .SponsorMarketoForm { background-color: ; padding: 5px 25px; border: solid 2px #307FE2; margin: 50px 15px 0px !important; display: inline-block; width: -webkit-fill-available; margin-bottom: 25px; } .SponsorMarketoForm h3 { margin: 10x 0 0 0; color: #eaaa00; font-size: .7em; text-transform: uppercase; font-weight: 400; letter-spacing: 3px; max-width: 200px; /* Custom for the copy length */ 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class="more-link"><a href="/aha-knowledge-exchange-archive">View All: AHA Knowledge Exchange</a></div> </section> </div> </div></div> Thu, 05 Dec 2024 14:26:53 -0600 Patient-Centered Care /2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities <div class="raw-html-embed"> </div><div class="raw-html-embed"> /* center_body */ .center_body { /*margin-top:50px;*/ /* margin-bottom: 50px;*/ } .center_body h3 {} .center_body p { font-size: 16px } p.center_Intro { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 25px 0; font-weight: 700; font-size: 2em; } @media (max-width:768px) { p.center_Intro { line-height: 1.2em; font-size: 23px; font-size: 1.45em; } } .center_body .center_Lead { color: #63666A; font-weight: 300; line-height: 1.4; font-size: 21px; } /* center_body // */ /* Banner_Title_Overlay_Bar */ .Banner_Title_Overlay_Bar { position: relative; display: block; overflow: hidden; max-width: 1170px; margin: 0px auto 25px auto; 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Disparities</span></div><div class="col-md-1"> </div></div><div class="row spacer"><div class="col-sm-3"><div><a href="#DownloadFile" target="_blank"><img src="/sites/default/files/2024-11/VED_PatientPoint_Engagement_cover_910x1220.jpg" alt="AHA Knowledge Exchange | Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities" width="100%" height="100%"></a></div></div><div class="col-sm-9 center_body"> .sponsortype { color: #9d2235; font-size: 1.5em; margin: 0px; font-weight: 700; } <p class="sponsortype">AHA Knowledge Exchange</p><h2>Linking patients and providers at key decision-making points for better outcomes</h2><p>Health systems have an exceptional opportunity to enhance patient communication and drive service-line adoption, referrals and financial stability while meeting population health goals. When it comes to implementing and leveraging digital communication strategies and technologies to reach diverse patient populations, challenges still present themselves. By taking a proactive approach to communication and care, providers can provide crucial information needed at key decision-making times to enhance outcomes. This Knowledge Exchange ebook explores the opportunities, value and service-line implications for optimizing the patient health journey and how to leverage customized communication and education via digital technologies for improved patient-centric care.</p><div class="row"> @media (min-width:768px) { .EDsponsorFloat { float: right; } } @media (max-width:767px) { .EDLinkFloat { position: relative; left: 27%; } .EDsponsorFloat { text-align: center } } <div class="col-sm-6"><a class="btn btn-wide btn-primary EDLinkFloat" href="#DownloadFile" title="AHA Knowledge Exchange | Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities" data-view-context="top-level-view">Download the Report</a></div><div class="col-sm-6"><div class="EDsponsorFloat">Sponsored by: <a href="https://patientpoint.com/" target="_blank" rel="noopener nofollow"><img src="/sites/default/files/2024-11/Patient-Point-834x313.png" alt="PatientPoint Logo" width="100%" height="100%"></a></div></div></div></div></div> .sp_CTA5_holder { margin-top: 0px; border-bottom: solid 1px #555; padding-bottom: 50px; } .sp_CTA5_holder_last { border-bottom: solid 0px #555; } .sp_CTA5_holder >div { overflow: auto; } .sp_CTA5_holder ul { list-style: none; /* Remove default bullets */ padding-left: 0px; /*width: calc(100% - 15%);*/ /*margin: 50px auto 0;*/ margin: auto 50px; } .sp_CTA5_holder ul li { margin-bottom: 7px; line-height: 1.5em; font-size: 16px; } .sp_CTA5_holder ul li::before { content: " "; font-size: 1em; margin-right: 10px; display: inline-block; height: 12px; background-color: #9d2235; width: 12px; position: relative; top: 0px; -webkit-transform: rotate(45deg); -moz-transform: rotate(45deg); -o-transform: rotate(45deg); } .sp_CTA5_holder ul li { padding-left: 23px; text-indent: -23px; } .body ol>li, .body ul>li { font-size: 16px: } .sp_CTA5_holder h2 { color: #002855; /*! line-height: 2em; */ font-size: 2.15em; margin: 0 0 15px 0; /*! font-size: 30px; 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harmonizing their brand across touch points to optimize the patient journey</h3><div class="sp_CTA5_section"><ul><li>Transitioning from an individual physician conversation and an office clinic to a health care system engaging with patients and their care.</li><li>Listening, leaning in and amplifying the voice of consumers to transform the patient journey to fit their needs.</li><li>Engaging with patients to build relationships, to meet them where they are and to ensure that follow-up care is occurring.</li><li>Using a health-equity strategy to reach patients in the community by taking coordination and touch points to a different level and working with them to identify social needs that impact their health care.</li><li>Learning the importance of amplifying the positive messages and specific comments about what staff are doing that connect with patients and families to fill their tank and decrease burnout.</li><li>Taking a strategic approach to understanding the consumer by generating insights from patient experience surveys and performing proactive market research through advanced analytics and qualitative research that’s anthropological in nature.</li><li>Understanding that people consume information in different ways and developing new ways of connecting, including influencer strategies.</li><li>Leading with digital to increase reach, but not forgetting populations who don’t have digital access and are unable to use digital tools and have different preferences.</li><li>Allocating resources to develop a holistic customer relationship-management solution for integrated communications and make the patient portal easy and seamless on both the front and back ends.</li></ul></div></div></div><h2>Participants</h2> /* people */ .people { margin-top: 50px; } .people img:nth-child(1) { border-radius: 200px; -moz-border-radius: 200px; -webkit-border-radius: 200px; margin-bottom: 10px; max-width: 200px; /* for Transformation Talks */ display: block; /* for Transformation 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Healthcare</p></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Martini_Chris_300x300_0.png" alt="Chris Martini" width="300" height="300"><p class="ci_profile_name">Chris Martini</p><p class="ci_profile_title">Chief Provider Officer</p><p class="ci_profile_company">PatientPoint</p></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Rouse_Jackie_300x300.png" alt="Jackie Rouse" width="300" height="300"><p class="ci_profile_name">Jackie Rouse, DrPH</p><p class="ci_profile_title">Area Vice President, Community Health–Midwest</p><p class="ci_profile_company">Advocate Health</p><div class="ci_profile_social"> </div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-04/Hoppszallern_Suzanna_300x300%20%281%29.png" alt="Suzanna Hoppszallern" width="300" height="300"><p class="ci_profile_name">Moderator:</p><p class="ci_profile_name">Suzanna Hoppszallern</p><p class="ci_profile_title">Senior 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alt="KnowEx_RI_RevenueCycle_620x381_rev1" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-12-05T14:26:53-06:00">Dec 5, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/member-knowledge-exchange/2024-12-06/optimize-your-hospitals-revenue-cycle-efficient-patient-centered-operations" hreflang="en">Optimize Your Hospital’s Revenue Cycle for Efficient, Patient-Centered Operations</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Optimizing hospital’s revenue cycle for efficient, patient-centered operations and enhancing critical KPIs using AI and robotic process automation.</div> </div></div> <div class="article views-row"> <div class="views-field views-field-field-page-title-background"> <div class="field-content sed-thumb"> <a href="/2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-11/VED_PatientPoint_Engagement_620x381.jpg?itok=dHKIfRK6" width="200" height="123" alt="PatientPoint_Engagement_620x381" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-11-13T15:51:45-06:00">Nov 13, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities" hreflang="en">Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Empowering patient engagement and leveraging customized communication and education via digital technologies to improve health and reduce disparities.</div> </div></div> <div class="article views-row"> <div class="views-field views-field-field-page-title-background"> <div class="field-content sed-thumb"> <a href="/2024-10-30/aligning-payers-and-partners-value-based-care" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-10/KnowEx_CorroHealthh_Medicaid_620x381.jpg?itok=HS9Y48c8" width="200" height="123" alt="KnowEx_CorroHealth_Medicaid" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-10-29T15:17:14-05:00">Oct 29, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-10-30/aligning-payers-and-partners-value-based-care" hreflang="en">Aligning Payers and Partners for Value-based Care</a></span> </div><div class="views-field views-field-body"> <div class="field-content">As value-based care models grow, hospitals, providers and payers need to align goals and incentives to improve patient outcomes and reduce costs.</div> </div></div> <div class="article views-row"> <div class="views-field views-field-field-page-title-background"> <div class="field-content sed-thumb"> <a href="/2024-09-26/transforming-behavioral-health-journey" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-09/Iris-Telehealth-banner-620x381.jpg?itok=QQ9C-7Mp" width="200" height="123" alt="Iris-Telehealth-banner-620x381" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-09-25T14:49:38-05:00">Sep 25, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-09-26/transforming-behavioral-health-journey" hreflang="en">Transforming the Behavioral Health Journey</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Transforming the behavioral health journey with strategic initiatives to build a sustainable and coordinated behavioral health services continuum.</div> </div></div> </div> </div> <div class="more-link"><a href="/aha-knowledge-exchange-archive">View All: AHA Knowledge Exchange</a></div> </section> </div> </div></div> Wed, 13 Nov 2024 15:51:45 -0600 Patient-Centered Care /aha-center-health-innovation-market-scan/2024-11-12-how-health-care-evolving-improve-patient-experience <div class="container"><div class="row"><div class="col-md-8"><img src="/sites/default/files/inline-images/How-Health-Care-Is-Evolving-to-Improve-the-Patient-Experience.png" data-entity-uuid="b5a0bcdd-094c-4e75-9b2a-2fd633dde57b" data-entity-type="file" alt="How Health Care Is Evolving to Improve the Patient Experience. A clinician puts her hand on a patient's shoulder while she talks to him about his care." width="100%" height="100%"><p>Michael Anne Kyle, R.N., MPH, Ph.D., an intensive care unit nurse and health policy expert, is leading a critical mission to simplify U.S. health care. Her research — which in October earned her recognition as a <a href="https://www.statnews.com/2024/10/25/michael-anne-kyle-stat-wunderkind-patient-nurse/" target="_blank" title="STAT News: Being a patient can be a full-time job. This ICU nurse wants to make it easier">STAT Wunderkind</a> — shows that patients often face “invisible costs” of time, stress and financial strain while trying to navigate the system. Kyle’s work highlights the ways patient-facing administrative burdens — not directly related to health — discourage many people from seeking timely care.</p><p>As a growing number of health care experts prioritize the patient experience, hospitals and clinics are actively transforming how they engage with patients, with patient experience scores <a href="https://www.pressganey.com/news/new-data-finds-patient-experience-hits-a-five-year-high-though-inequity-and-generational-differences-remain/" target="_blank" title="Press Ganey: New Data Finds Patient Experience Hits a Five-Year High, Though Inequity and Generational Differences Remain">hitting new highs</a> in 2023.</p><p>This year, hospitals are focused on elevating the patient experience through technology, operational improvements and patient-centered approaches that not only improve care but also help retain patient loyalty amid increasing competition. Here are three areas in which health care providers are excelling in improving the patient experience.</p><h2><span>Simplifying Administrative Processes</span></h2><p>Kyle's nursing experience revealed systemic problems in patient care, from preventable medical errors to delays that can lead to severe health issues. She found that barriers like scheduling issues and insurance disputes discourage patients from seeking necessary treatment. After years of helping low-income patients navigate Medicaid, she pursued research on these burdens, discovering that they disproportionately affect vulnerable groups, particularly those with disabilities.</p><p>In a study with health economist Austin Frakt, Kyle revealed that nearly <a href="https://onlinelibrary.wiley.com/doi/10.1111/1475-6773.13861#:~:text=24.4%25%20of%20respondents%20overall%2C%20reported%20delayed%20or%20foregone%20care%20due%20to%20an%20administrative%20task" target="_blank" title="Wiley Online Library: HSR: Patient administrative burden in the US health care system">one in four insured patients delayed or avoided care due to administrative obstacles</a>. Their work underscored the need for reform to address these challenges.</p><p>Kyle's message is clear: Health care shouldn't feel like a second job. Now a professor at the University of Pennsylvania, she advocates for systemic changes to reduce bureaucracy, ease burdens on both patients and providers, and refocus the system on delivering care, not complexity. As Kyle notes in this <a href="https://www.youtube.com/watch?v=Q5Q_3W_Taio" target="_blank' title=" american hospital reducing administrative burden to enhance patient>AHA video</a>, getting started can be as simple as picking up the phone when a patient calls.</p><p></p><p>Hospitals are now deploying health care management platforms to consolidate scheduling, billing and records into a single system. This shift in approach relieves patients and providers from navigating disparate systems and reduces care delays, making it easier for patients to focus on their health instead of paperwork. Additionally, price transparency initiatives are gaining momentum, empowering patients with up-front information about their financial responsibilities, which builds trust and strengthens the overall experience.</p><p>At Cleveland Clinic, for instance, enhanced scheduling and self-service portals create a seamless <a href="https://my.clevelandclinic.org/online-services/mychart" target="_blank" title="Cleveland Clinic: MyChart">“digital front door.”</a> Patients now can schedule appointments, access health records and manage billing information online, which aligns with the expectations of a digital-first generation and simplifies patient-provider interactions.</p><h2><span>Technology's Role in Enhancing the Patient Experience and Treatment</span></h2><p>One major shift shaping health care in 2024 is the increased use of artificial intelligence (AI) to enhance patient care. AI is helping providers predict health outcomes, enabling earlier interventions and personalized treatment plans. For example, predictive models allow health care professionals to foresee complications and tailor interventions to avoid emergency situations. This approach not only improves health outcomes, but also reduces the stress of unexpected hospital visits.</p><h3><a href="https://www.mountsinai.org/about/newsroom/2024/ai-can-help-improve-er-admission-decisions-mount-sinai-study-finds" target="_blank" title="Mount Sinai: AI Can Help Improve ER Admission Decisions, Mount Sinai Study Finds">Mount Sinai Health System, New York</a></h3><p>The system has embraced predictive analytics powered by AI to foresee patient needs and make personalized treatment plans These AI systems analyze patient data to predict potential health issues, allowing for preventive care. This proactive approach reduces wait times, increases patient confidence and enhances the overall patient experience.</p><h3><a href="https://innovationexchange.mayoclinic.org/exploring-intelligent-automation-at-mayo-clinic-an-interview-with-dr-anjali-bhagra/" target="_blank" title="Mayo Clinic: Exploring Intelligent Automation at Mayo Clinic: An Interview with Dr. Anjali Bhagra">Mayo Clinic</a></h3><p>The clinic is transforming its facilities with smart hospital technologies, integrating Internet of Things (IoT) devices, such as smart beds and room sensors, to monitor patient health in real time and adjust settings for comfort. These tools enable Mayo Clinic to streamline patient care and allow patients to actively participate in their health care journey, ultimately reducing hospital stays and increasing the patient experience.</p><h2><span>Holistic and Equitable Care Models</span></h2><p>Health care providers increasingly are adopting holistic care approaches that look beyond treating symptoms to addressing behavioral, social and mental health factors. Mental health screenings now are integrated into routine care, making it easier to detect and address psychological challenges early. Such patient-centered care models align with the growing focus on preventive health and well-being.</p><h3><a href="https://www.nyp.org/digital-health/video-visit" target="_blank" title="NewYork-Presbyterian: Telehealth">NewYork-Presbyterian</a></h3><p>The medical center integrated virtual mental health screenings, making it easier for patients to disclose mental health concerns through private, digital interfaces. These screenings connect seamlessly with electronic health records, enabling timely mental health support and reducing barriers to care.</p><h3><a href="https://www.adventhealth.com/news/service-standards-light-way-patient-safety-journey" target="_blank" title="AdventHealth: Service Standards Light the Way on Patient Safety Journey">AdventHealth</a></h3><p>The health care network implemented “The Whole Care Experience,” a comprehensive training initiative designed to enhance staff empathy, courtesy and patient-centered care. The program equips staff with the skills needed to engage meaningfully with patients, anticipate their needs and respond empathetically in challenging situations, all of which have shown to improve patient satisfaction and loyalty.</p><h2><span>The Future of the Patient Experience</span></h2><p>The convergence of digital tools, holistic care models and operational improvements is setting the stage for a new era in patient care. Hospitals are focusing not only on clinical outcomes, but also on the entire patient journey — from booking appointments to follow-up care — ensuring that every step is seamless, supportive and centered on the patient’s needs. Kyle’s message echoes throughout the industry: Health care should not feel like a second job for patients.</p><p>In 2024 and beyond, the aim is clear: Reduce complexity, enhance personalization and make patients feel valued in every interaction. By embracing these initiatives, health care providers are poised to redefine the patient experience and create systems that prioritize the human side of health care. The progress driven by individuals like Kyle and innovations from leading institutions are transforming patient care into a process that supports healing, minimizes hassle and genuinely places patients at the heart of the health care experience.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 12 Nov 2024 06:15:00 -0600 Patient-Centered Care /news/headline/2024-10-21-aha-podcast-unifying-health-care-employees-implement-patient-focused-improvements <p>In this conversation, Jefferson Health's Cara Martino, DNP, R.N., enterprise vice president of clinical improvement and transformation, and Trish Henwood, M.D., executive vice president and chief clinical officer, discuss the organization's ever-growing patient population and how an innovative platform is keeping employees unified when identifying and implementing patient-focused improvements. The Pennsylvania-based health system was a finalist for the AHA's 2024 Quest for Quality Prize. <a href="/advancing-health-podcast/2024-10-21-unifying-health-care-employees-implement-patient-focused-improvements">LISTEN NOW</a> </p><div></div> Mon, 21 Oct 2024 14:27:26 -0500 Patient-Centered Care /center/living-learning-network/learning-library/adventhealth-team-pioneer-endoscopic-procedure Tue, 16 Jul 2024 08:02:57 -0500 Patient-Centered Care /aha-center-health-innovation-market-scan/2024-06-11-4-things-health-consumers-want-now <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/4-Things-That-Health-Consumers-Want-Now.png" data-entity-uuid="93df3b61-fbd4-48e6-8889-be855081e327" data-entity-type="file" width="100%" height="100%" alt="4 Things That Health Consumers Want Now. An outstretched hand holding a question mark."></p><p>Satisfying today’s health care consumer is no simple task. Yet, amid the multitude of challenges health care executives face today, none may be more foundational to their organizations’ future growth, reputation and ability to serve and compete in a rapidly changing environment.</p><p>The recently released third installment of the <a href="https://jarrardinc.com/resources/2024-strategic-positioning-consumer-survey-request/" target="_blank" title="Jarrard Inc.: Consumers’ Choice: Connection, Cost, Convenience">2024 National Consumer Survey Series</a> from Jarrard Inc., a Chartis Company, explores what leads patients to choose providers, how patients want to access care and what they want in their relationship with providers.</p><p>The <a href="https://jarrardinc.com/jarrard-insights/quick-think/2024/05/survey-five-takeaways-on-healthcare-consumer-preferences/" target="_blank" title="Jarrard Inc.: Survey: Five Takeaways on Healthcare Consumer Preferences">findings and analysis</a> provide insights on how consumers define and assess quality and how executives and marketing/communications leaders can position their organizations locally and within the wider health care landscape.</p><p><img src="/sites/default/files/inline-images/Patients-are-split-on-preferred-scheduling-method.jpg" data-entity-uuid="b42d0e27-2e1f-4f67-a329-ea9e63c78de1" data-entity-type="file" alt="Patients are split on preferred scheduling method. If all options were available, what would be your preferred method for scheduling, rescheduling, or canceling routine appointments? Phone call: 50%. Computer: 22%. Smartphone: 18%. Walk-in: 19%." width="100%" height="100%"></p><h2><span>4 Takeaways from the Survey</span></h2><h3><span>1</span> <span>|</span> Don’t talk past patients on quality matters.</h3><p>Providers often highlight awards and rankings in their messages to the community even as they simultaneously place a consistent internal focus on quality metrics as defined by the Centers for Medicare & Medicaid Services.</p><p>Both are important, but patients have a different view of quality, the report states. To patients, quality is simply a physician who listens to their concerns and a staff that is friendly, caring and provides a clear vision for how to improve their health.</p><h4>Takeaway</h4><p>Awards, ratings and the organization’s brand name were at the bottom of the list in how patients view quality. This suggests that highlighting external accolades may be useful within a wider marketing strategy, but it should not be the central focus, notes <a href="https://jarrardinc.com/team/pattie-cuen/" target="_blank" title="Jarrard Inc.: Pattie Cuen biography">Pattie Cuen</a>, senior vice president at Jarrard and former health system marketing and communications leader. Instead, emphasize the caring, personal experience patients will have — and back it up with thoughtful operations and staffing.</p><h3><span>2</span> <span>|</span> Insurance acceptance and word of mouth are king in provider selection.</h3><p>Four out of five respondents said finding a provider who accepts their insurance is “very important” or “important.” About 70% said that a convenient location is important for finding a provider, with slightly more than half giving strong weight to good online ratings and reviews.</p><p>Among the 80% of respondents who have an established relationship with a primary care physician (PCP), one-third found them through a trusted friend or family member. Only about one in four found their PCP through a list provided by their insurance plan.</p><h4>Takeaway</h4><p>Word of mouth from a trusted source is key to making a final decision, meaning every function and individual within a medical practice or hospital must work to provide an outstanding experience for patients — who then can become an organization’s biggest advocates.</p><h3><span>3</span> <span>|</span> Explain virtual care options.</h3><p>Just under half the respondents had a virtual care visit within the past two years, and 90% said they were” very satisfied” or “somewhat satisfied” with the experience. But a significant portion of the respondents weren’t clear about their options: 30% said they weren’t sure if their health plan offered virtual care and about one in four didn’t know if their PCP or specialist offered remote options.</p><p>Meanwhile, of those who chose not to use virtual care, 55% said it was because they preferred in-person visits with their doctor, reinforcing the personal, relational nature of medical care.</p><h4>Takeaway</h4><p>Consider ways to draw more attention to and educate patients about your telehealth services. This will help meet some consumers' desire for more convenient ways to access care.</p><h3><span>4</span> <span>|</span> Meet patients’ scheduling needs.</h3><p>More than half of respondents have used an app or website to schedule a medical appointment in the last year. Half said that if all options were available (including an app or website), they would prefer scheduling routine appointments by phone.</p><h4>Takeaway</h4><p>Providers must continue offering digital and analog scheduling methods, while maintaining or strengthening phone support and expanding the availability of online tools. It is worth considering how to educate and equip patients to become more comfortable with digital scheduling tools. But none of this matters if the patient ends up unable to get a convenient appointment, the analysis states.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 11 Jun 2024 06:15:00 -0500 Patient-Centered Care