Patent Application
20180122028
This application relates in general to obtaining patient feedback, and in particular to a computer-implemented system and method for automatic patient querying.
Patient satisfaction is becoming increasingly important due to the Affordable Care Act of 2010, which allows hospitals that are beneficiaries of Medicare Advantage plans to receive incentives based on patient satisfaction using a survey provided by the government. Hospitals with high scores will receive a bonus payment, while hospitals with low scores may face penalties. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey is a standardized national survey with 32 questions for patients to provide information regarding their hospital experience, which allows comparisons to be made across hospitals using common factors. A portion of payment from the Centers for
Medicare & Medicaid Services to hospitals subject to the Inpatient Prospective Payment System annual payment is linked to hospital performance, as determined by the HCAHP survey.
Currently, hospitals, are able to determine and track their customer satisfaction scores using surveys, either in hardcopy or electronic form, which are generally provided post-discharge of a patient. For instance, hospitals often mail a hardcopy survey to a patient four to six weeks after the patient has been discharged from the hospital. However, asking a patient for feedback after that patient has already left the hospital tends to have low response rates due to the time lag of providing the survey. Further, providing surveys post-discharge does not allow the hospital time to correct any mistakes or satisfy the patient's concerns during the current visit. In contrast, receiving real time feedback may allow the hospital to rectify any concerns or dissatisfaction during the patient's stay.
Feedback can be manually obtained in real time, such as by requiring all employees of the hospital that interact with a patient to conclude with questions regarding satisfaction of the interaction. However, some patients may feel uncomfortable providing truthful feedback to the employee to whom the feedback is directed. Further, utilizing employee time to obtain the feedback reduces the efficiency of that employee to treat other patients.
Therefore, there is a need for an approach for automatically providing patient queries for feedback in real time. Preferably, the automatic patient querying will identify and provide relevant questions via a mobile computing device associated with the patient.
Determining patient satisfaction in real-time helps hospitals and other businesses to address any dissatisfaction in a timely manner to prevent bad reviews, a loss of patients or customers, and the resulting decrease in revenue. To provide real-time prompts for information from a user at relevant time, information regarding that user is collected and processed to identify an event. The identified event can act as a trigger for automatically selecting and providing one or more appropriate prompts to the user. The user can then provide feedback in reply to the prompt for determining satisfaction of the user with respect to that or a related event.
An embodiment provides a computer-implemented system and method for automatic patient querying. Information regarding a user is collected. An event associated with the user is identified as a trigger event based on the collected information. One or more questions regarding the event are identified and automatically sent to the user as a prompt for information based on the trigger. Feedback is received from the user in reply to the prompt.
Still other embodiments of the present invention will become readily apparent to those skilled in the art from the following detailed description, wherein are described embodiments of the invention by way of illustrating the best mode contemplated for carrying out the invention. As will be realized, the invention is capable of other and different embodiments and its several details are capable of modifications in various obvious respects, all without departing from the spirit and the scope of the present invention. Accordingly, the drawings and detailed description are to be regarded as illustrative in nature and not as restrictive.
Increasing and maintaining customer satisfaction is extremely important to businesses and other types of organizations to ensure a loyal customer base, increase revenue, and distinguish from competitors. Unfortunately, customer satisfaction is generally determined long after an event has occurred, which can prevent the business or organization from addressing current concerns or dissatisfaction of the customers with respect to the event. Allowing a business to address the customer concerns or dissatisfaction in real-time can help remedy any negative feelings of the customer to ensure that customer satisfaction is high. Obtaining real-time feedback can occur via automated user queries or prompts provided at relevant times.
User prompts can be triggered by automatically inferring that an event took place that might be appropriate to solicit feedback and pushing one or more relevant questions without manual intervention based on the event.
Subsequently, the events identifier 19 can process the information collected to determine an event, such as an interaction between the patient and one of the employees, about which patient feedback can be obtained. Determining events is further discussed below with reference to
The devices 11-14 and server 16 can each include one or more modules for carrying out the embodiments disclosed herein. The modules can be implemented as a computer program or procedure written as source code in a conventional programming language and is presented for execution by the central processing unit as object or byte code. Alternatively, the modules could also be implemented in hardware, either as integrated circuitry or burned into read-only memory components, and each of the client and server can act as a specialized computer. For instance, when the modules are implemented as hardware, that particular hardware is specialized to perform the data quality assessment and other computers cannot be used. Additionally, when the modules are stored into read-only memory components, the computer storing the read-only memory becomes specialized to perform the data quality assessment that other computers cannot. The various implementations of the source code and object and byte codes can be held on a computer-readable storage medium, such as a floppy disk, hard drive, digital video disk (DVD), random access memory (RAM), read-only memory (ROM) and similar storage mediums. Other types of modules and module functions are possible, as well as other physical hardware components.
Automatic patient querying helps obtain feedback from a patient in real-time, which can then be analyzed to address any concerns of the patient, as described in detail in commonly-owned U.S. patent application Ser. No. 14/262,632, titled “Computer-Implemented System and Method for Real-Time Feedback Collection and Analysis,” filed on Apr. 25, 2014, the disclosure of which is hereby incorporated by reference. Specifically, analysis of the real-time feedback allows a business, such as a hospital, to remedy any customer or patient concern or dissatisfaction regarding an event during or close to the time of the event occurrence, rather than later.
A prompt for soliciting feedback can be automatically provided (block 31) to the patient via one or more of the devices. The prompt can include one or more questions asking the patient to rate his/her experience and provide his/her satisfaction level regarding an event, such as an interaction or transaction. The questions can focus on the patient's condition or an entity associated with the patient, including a hospital employee or the hospital itself. The prompts can be helpful in obtaining truthful feedback from a patient who may otherwise be embarrassed or unwilling to provide the feedback to a person, such as a nurse. Specifically, in response to the prompts, the patient can provide feedback (block 32) via one of the devices. The device receiving the feedback can be the same or different than the device to which the prompt was sent. The feedback can include satisfaction scores based on numerical values, binary values, such as yes or no answers, short phases or sentences, or open-ended comments from the patient.
The feedback is then analyzed (block 33) to determine whether any action should be performed (block 34) to increase the patient's satisfaction levels, change hospital procedure, or award or discipline employees based on the feedback. In one embodiment, the patient feedback can be compared to a patient baseline, which is a measurement of initial feedback scores provided by the patient. The baseline can be determined as an average or median value of the initial feedback scores, or as a moving average as further described below. As an example, a baseline can be generated for a patient's pain level. The patient generally indicates pain level at a 3 or 4 and has a baseline of 3.5, with the highest pain indicated by a score of 10. However, if the patient provides feedback that his/her pain level is at a 6, action may be recommended since the patient's feedback indicates that his/her pain level is at a much higher level than typically reported by the patient in the past. The action can include intervention with respect to the patient's care, such as administration of stronger pain medication, as well as a review of the patient's pain management plan, as determined appropriate by the patient's care team. In contrast, an action is unlikely to be recommended for a patient that provides his/her pain level at a 6, when his/her baseline pain level is around a 5. Baselines can also be used for other patient conditions, such as satisfaction, depression, tiredness, or loneliness, as well as other situations that may impact patient satisfaction. Additionally, a baseline can be generated for groups of patients across different medical care facilities or different units of the same facility for further analysis across those groups.
Upon collection, the feedback of one or more patients can be tracked and displayed (block 35) for providing to individuals, such as hospital administrators and employees, with online analyses of the real-time feedback and useful abstractions to carry out institution-level or provider level benchmarking and to correlate responses to clinical outcomes. For instance, feedback from multiple patients can be used to determine whether an employee needs additional training or reprimanding based on the patients' satisfaction levels. An employee that consistently receives negative feedback relative to peers in the same or comparable position or level of responsibility could be reviewed to determine why the scores provided by the patients are consistently low. The comparison can occur among employees in the same or comparable positions to account for the different types of practices and patient conditions within those practices. Further, a comparison of scores from patients based on overall patient prognosis can be made. Alternatively, an employee that has a high baseline for patient satisfaction, but recently receives low scores, may be dealing with a personal problem that is affecting her job or may be unhappy with the job, and such a situation may need to be investigated in a timely fashion before patient care is impacted.
With respect to hospitals, branches, or departments within a hospital, the feedback can be used to determine whether the hospital needs to take action to improve medical services or hospital conditions. For example, a hospital that has a high rate of dissatisfaction and repeat patient admittance may need to review and revise treatment guidelines to increase patient satisfaction and decrease patient readmittance.
The automatic querying of patient feedback can be based on collected information regarding a patient and other individuals associated with that patient.
If a trigger event is not detected, a determination is made as to whether further monitoring (block 46) of the patient is required and if so, further information is collected (block 41). However, if an event has occurred, the trigger is identified (block 43) and a prompt is automatically selected (block 44) and transmitted (block 45) to the patient based on the trigger. Identifying a trigger event is further described below with reference to
Depending on the trigger event identified, the prompt can be delivered to a device associated with the patient immediately upon determination or after a predetermined amount of time has passed. For instance, if a meal is delivered to the patient, the prompt for feedback regarding the meal can be immediately provided upon determination. However, if the patient is recovering from an identified surgery, the prompt can be delivered after a predetermined amount of time to ensure that the patient is well enough to provide accurate and useful feedback.
The triggers include interaction events between a patient and another individual, which can be identified by tracking a location of the individuals within a hospital, as described in further detail in commonly-owned U.S. patent application Ser. No. 14/262,642, titled “Computer-Implemented System and Method for Tracking Entity Locations and Generating Histories from the Locations,” filed on Apr. 25, 2014, and in commonly-owned U.S. patent application Ser. No. 14/262,538, titled “Computer-Implemented System and Method for Tracking Objects Via Identifier-Tracker Pairings,” filed on Apr. 25, 2014, the disclosures of which are hereby incorporated by reference. The locations and location histories of the individuals, such as a patient and hospital employee, can be compared to determine whether two or more of the individuals are participating in an interaction.
If none of the other individual's locations are determined to fall within the predetermined vicinity, no interaction between the patient and the other individuals is identified (block 55). However, if the location of one or more of the other individuals is determined to be within the vicinity of the patient location, an interaction between the patient and that other individual is identified (block 56). In a further embodiment, an amount of time that the patient spends in the vicinity of another individual is tracked and a predetermined amount of time can be applied to the tracked time to prevent identification of a false interaction, such as when the patient is merely passing another individual. If the tracked time exceeds the predetermined amount of time, an interaction is identified. However, if the tracked time is less than the predetermined amount of time, no interaction is identified. The identified interaction event (block 56) can then be used as a trigger for transmitting a prompt soliciting feedback from the patient, as appropriate.
An interaction event can also be identified based on proximity tracking, rather than using specific locations. For example, the patient and each hospital employee can be associated with a wireless, such as Bluetooth enabled, beacon to determine whether the patient and one or more hospital employees are located within a reading range of one another. In one instance, a Bluetooth enabled device can be provided on a medication chart for the patient or located elsewhere in the patient's hospital room.
When the Bluetooth enabled devices or wireless beacons of the patient and an employee come within range of each other, communication between those devices occur and can be recognized as an interaction. In addition to patient-employee interactions, wireless beacons can also be used to determine a patient's proximity with respect to a particular object. For instance, wireless beacons can be located at an entrance of each room in the hospital and when the patient is within range of the entrance, communication between the beacon of that entrance and the patient's device is initiated to indicate the patient's presence in that room. In a further example, a dialysis machine can include a wireless beacon and the patient can be identified as interacting with the dialysis machine when in range. In a further embodiment, radio frequency, light, such as infrared light, or ultrasound can be used to track a proximity of the patient with respect to other individuals, including hospital employees, and objects or location.
Interaction events between the patient and a hospital employee or other third party can also be determined based on a schedule of the employee or third party.
In a further embodiment, a combination of scheduling and location can be used to ensure that an interaction event actually occurs. For example, to ensure an interaction occurred as scheduled, a location of the hospital employee scheduled to meet with the patient can be determined at a particular time or within a range of times to check whether the employee is within a particular vicinity or range of the patient to confirm occurrence of the interaction.
Another event appropriate for triggering a feedback prompt can include a request for assistance by the patient, which is likely followed by an interaction with the patient and an employee of the hospital.
If a request is not identified, an event for triggering a prompt is not identified (block 74). However, if a request is identified, an event is determined (block 73) as a trigger for providing a prompt for feedback to the patient. A request for assistance can indicate that an interaction between the patient and a hospital employee will occur to provide the assistance requested by the patient. Thus, the prompt can be provided a predetermined time after identifying the request event to determine, for instance, whether the request was fulfilled and if so, whether the patient was satisfied with the results.
Once patient feedback has been collected, analysis and tracking can be performed to identify trends, problems, and patterns associated with the healthcare providers, patient care, and hospital based on average satisfaction levels of a group of patients.
The information about each patient in the group can include an identity 86 of the patient, a location or room number 87 of the patient, a pending or last question 88 asked of the patient, an answer 89 to the last question asked, a status 90 of at least a portion of the questions provided to the patient, a time 91 that the pending or last question was asked, confirmation 92 that a notification of feedback was provided to a hospital employee or administrator, and a wait time 93 for feedback in reply to the last question.
The patient list 86 can be selectable, such that when an employee or administrator clicks on a particular patient name, a new screen is provided with information about that patient, including a list of questions provided to the patient, feedback provided by that patient, whether the feedback has been addressed, an average time for the patient to provide the feedback, and an outcome of the patient provided feedback, including any actions performed by or notes entered by the employees. Other types of information are also possible, including the patient's medical record, contact information, and preferences. The selected patient screen is described below in further detail with respect to
The status 90 can include a bar graph with one or more bars that each represent a question provided to the patient. Each bar can be color coded to represent a status of that question. For instance, a green color can represent that feedback from the patient has been adequately addressed, while a red color can indicate that feedback from the patient requires addressing and a grey color indicates that a question was sent, but no feedback has been received from the patient. Other colors are possible. Further, each bar can be selectable, such that when clicked on by an employee or administrator, a history of the question associate with the selected bar can be provided. For instance, the history can include the question itself along with any feedback provided, a reply to the feedback, and a screen for notes. The notes can include information, such as how the feedback from the patient was addressed. For example, a nurse that sees a patient unhappy with the noise level in his room can enter notes that she spoke with the patient, found the source of the noise, and was able to reduce the noise level. Once the patient's feedback has been adequately addressed, the color of the bar associated with the question for the feedback can be changed to green. Other colors and information for the question history are possible.
The notification 92 provides information whether a notification was sent to a hospital employee or administrator regarding receipt of feedback by the patient in reply to the last question. Providing notifications to employees and administrators can be helpful to ensure that any negative feedback is quickly reviewed and addressed. The notifications can be sent to specific employees based on the patient or the notifications can be sent to default contact and then distributed based on employee availability to address the feedback. In one embodiment, notifications are sent for all feedback received, but in a further embodiment, notifications are only sent for feedback that is determined to be negative, less than positive, or something that requires attention by the care team. For example, a notification should be sent to an employee for a patient that has received pain medication, but provides feedback that he is still in pain or has increased pain. Alternatively, a patient that indicates his pain has been relieved by the medication may require no further follow up.
The view results tab 81 can also include a graph 94 of the average satisfaction of the group of identified patients 86 over time. The graph 94 allows an employee or administrator to easily identify when patient satisfaction is decreasing. Timing of the periods of decreased patient satisfaction can be used to identify trends that may be causing the decreasing levels of satisfaction. For instance, a disliked nurse may be the cause of the decreasing satisfaction and can be identified based on decreasing levels that correlate with the shifts works by that nurse. Alternatively, patients in a certain department, such as obstetrics, may be more unsatisfied than patients in a different department, such as cardiology, and may indicate that the heath care professions in the obstetrics department may be undertrained or the facilities may be inadequate.
The graph 94 can include time along an x-axis and satisfaction values along a y-axis. In one embodiment, the satisfaction values can range from zero to 100 or from a negative value to 100, with 100 representing that all patients are satisfied. To obtain the average satisfaction values, each patient can be provided with ten questions in a prompt, which are each valued at 10 points. Based on the patient feedback, a score for the feedback can be analyzed and subsequently, averaged with the feedback scores from other patients. Other satisfaction value ranges and scoring methods are possible.
The question stats tab 82 can provide statistics for the questions provided to one or more groups of users, as well as statistics regarding feedback to the questions. The ask questions tab 83 can include questions received by one or more patients, while the questions tab 84 can include a list of all questions can that be provided as prompts to the patients. Finally, the manage tab 85 includes features for the authorized employees and administrators to analyze and edit the questions, or review the feedback and status data.
Upon selection of a patient on the complied feedback screen, a new screen is displayed with data particular to the selected patient.
Although the above has been described with respect to patients in a hospital, the automatic querying can also apply to customers of a business, employees of a company, and supporters of a non-profit organization. Other applications of the automatic querying are also possible.
While the invention has been particularly shown and described as referenced to the embodiments thereof, those skilled in the art will understand that the foregoing and other changes in form and detail may be made therein without departing from the spirit and scope of the invention.
