EP-121 - Personalized Multimedia as a Tool for Neurosurgical Patient Engagement and Satisfaction
Tuesday, May 1
11:35 AM - 11:50 AM
Location: Education Zone, Booth 2416, Screen 2
Director Clinical Information Systems - Neurosciences
Lenox Hill Hospital, Northwell Health
David Langer, MD
Chairman Department of Neurosurgery
Lenox Hill Hospital, Northwell Health
This seminar will discuss the process of implementing personalized multimedia patient engagement software in the Neurosurgery Department and the associated challenges with introducing new technology in the clinical space. By the conclusion of this session participants should be able to: Identify how personalized multimedia can enhance the patient experience, understand the workflow for creating and disseminating patient personalized multimedia and Identify how personalized multimedia can enhance care team communication. To be discussed are formal analysis of the software through research studies and how clinical and patient feedback was used to create changes in software design and workflow. Lessons learned through a prospective pilot study, two retrospective quality analyses and an ongoing clinical trial will be discussed.
The project started with one physician making videos with the use of a screen capture program and sending them to patients by the use of a digital content management system. These videos captured the physician's insight into the patient's condition with the visual of the patient's diagnostic imagery and extended the physician-patient conversation to be replayed by the patient on any digital device at their convenience. The physician had great patient feedback however the process was labor intensive. In order to have a more elegant workflow and accessibility to other staff he teamed up with the hospital system and an outside software vendor to create a more robust automated program in a web client. The program was expanded to be used to create personalized videos for inpatient discharge process as well.
Two pilot studies were created to garner formal patient feedback in order to make improvements to the software. It was recognized that only about 40% of the patients who received the video accessed it upon leaving the office. Because of this we realized the importance of signing up the patient and showing them how to use the web client before they left the hospital. To measure efficacy we retrospectively analyzed Patient Satisfaction Surveys that were sent to our patients by a third party for the years 2015-2016. The Press Ganey Clinician and Group Experience Survey and HCAHPS surveys were analyzed. For each question Top Box Ratio scores, or frequency that patients chose the most positive answer, were calculated for patient groups: those receiving a personalized video intervention and those who received the standard of care. For every question analyzed the video group had a higher overall top box ratio. Our ongoing Zelen Randomized Clinical Trial studying personalized multimedia in the discharge process currently has 111 patients enrolled.
Not only were these outpatient "Virtual office visits" useful to the patient, they were useful to our inpatient staff as well. If our staff knew there was a preoperative patient who received a video they would review the video to enhance their understanding of the case so that they could be more prepared to postoperatively care for the patient.
The implementation of a personalized multimedia software platform led to increases in satisfaction and engagement for both patients and their care team.
- Upon completion, participants will be able to identify how transitions in care can be
enhanced by personalized multimedia
- Upon completion, participants will be able to describe the workflow for creating and disseminating patient
- Upon completion, participants will be able to describe the relationship between personalized multimedia, patient engagement and patient satisfaction.