Page 4 - SFHN0120FINALUF.qxp_SFHN 0608 Friday 5.0

Improving Patient Experience to Transform Your Health System

BY DANIEL CASCIATO to get patients to have a ing about waiting a long time to be seen waiting in the emergency department
great experience. Your goal by a physician in a hospital ER? Some over a specific threshold,” he says. “With
In years past, it was suffi- is to eliminate the friction systems hire agencies to monitor nega- a proactive system in place, you go out
cient for healthcare systems to getting someone the tive feedback, or they have a dedicated and talk to them before it becomes a neg-
to provide good care—treat healthcare that they need person on staff managing this. ative experience.”
the patient and send them to get back to the status It’s not unheard of to see a negative At every stage along the patient jour-
home. Today, however, that quo of their lives.” tweet about an ER visit in the middle of ney, OZ can help hospitals create some-
is not enough. For hospitals There are several vari- the night. What happens next is that the thing that truly integrates to the business
to be successful and to ables that factor into pro- person from the agency monitoring the of doing healthcare while creating a great
retain patients, they need to viding a positive patient social media feed has to make a decision experience for that patient, physician or
prioritize the patient expe- experience, from clinical, whether the comment was something employee. Its longevity in the field has
rience. This ultimately operational, and behav- critical enough to call their hospital con- been one of the keys to the company’s
leads to better outcomes Murray Izenwasser ioral. For example, creating tact and wake them up in the middle of success.
and improved patient satis- great patient experiences the night. That person then would have “Our focus for the past 22 years has
faction which culminates may require better integra- to decide whether this comment was bad been a core of integrating data and the
in more patients and increased revenue. tion of your back end systems such as enough to call someone on call at the bulk of the work that we've done has
Patient experience is the totality of the streamlining admissions, referrals, or hospital to alert them that this is happen- been in healthcare over those years,” says
experience from the moment they search transfers of care. It might be allowing ing? Izenwasser. “We understand how to do
for a provider, receive a referral, or set your support staff to be more proactive “That person would then have to go that kind of integration to most of the
foot in your facility. to support patients. and try and find this person in the ER different internal and external systems as
Patient experience is unlike customer No matter the variables, OZ works waiting room and talk to them,” says well as all of the gateways that healthcare
service in other industries, notes Murray with healthcare systems to help make Izenwasser. staff navigate while serving and working
Izenwasser, VP Consulting and Health - patient care more personalized, simple, Instead of being reactive like this, hos- with patients, such as the approval gate-
care Practice Lead for OZ, a leading glob- and efficient. The company helps hospi- pitals have to become more proactive, ways or pharmacy gateways.”
al consulting company whose services tals squeeze optimal value out of their Izenwasser says. What if they had a sys- Ultimately, what makes a great patient
and solutions enhance Customer budgets to drive patient experiences, so tem in place that allowed them to know: experience for OZ is where the process-
Experience through digital innovation. they can continue delivering the best • When did the patient come in? es, procedures and administration of
“When your patient first begins to patient experiences. • Where are they in their visit? modern day healthcare do not get in the
engage with your healthcare system, “To create a great patient experience, • Where are they supposed to go to way of getting the patient back to the sta-
such as an ER visit, you want to make it you have to integrate all of your systems next? tus quo of their lives, adds Izenwasser.
as good an experience as you can,” says and become more proactive,” says • How much time is it taking?
Izenwasser. “The difference in the Izenwasser. • What are they waiting for? For more information,
healthcare industry, compared to other How often have you seen a tweet or “You can have a system alert automati- visit www.followoz.com.
industries, is that you're not just trying Facebook post from a patient complain- cally notify you that this patient has been

E-mail Your Editorial Submissions to editorial@southfloridahospitalnews.com

HT TP: / /MHSA . FIU .EDU | ONLIN E | HY BRID

8 3125
(305)348- onlin eprogr ams@ fiu. edu
o

R V VE THE WA
IMPRO E A Y Y

V
A TH
W E SERVE HEAL T

t t
Ear n a master ’s degr ee in H alth Ser vices s A dministration
arn a master
E
th Servic
Heal
es sAdministr
ation n n
s degree in H He
Disc o v er your futur . e
o
• 48 Credits Required • $36,000 On nline Program
• Starts Fall & & Spring • $31,200 Hybrid Program

4 January 2020 southfloridahospitalnews.com South Florida Hospital News