Analytics and experts turn insights into outcomes
The old adage of “you can’t manage what you can’t measure” is particularly relevant in the complex world of healthcare, where workarounds and a certain level of inefficiency feels par for the course. We often hear “that’s just how it is and how it’s always been.” But it doesn’t have to be. When we’ve implemented performance analytics for customers, they have often been surprised by the state of their operations compared to benchmarks of what could be – even in the face of ever-changing protocols. The data-driven insights not only help them understand the health of their current operations, they also provide a strong rationale for making the commitment to transform. When Banner Health in Arizona implemented and leveraged performance analytics, they were able to reduce length-of-stay costs, improve the patient and staff experience and improve the efficiency of MR facilities by 10% to 20%.4
Transforming operations can happen in ways large and small, and in timeframes immediate and long-term. Working in healthcare for as long as we have, we know that while there are many best practices, the circumstances for each customer vary and healthcare transformation is not one-size-fits-all. Our teams help pinpoint areas for improvement and create results that matter to your specific organizational goals. We start by listening to and learning from you, working together to identify the root cause of the challenges you are facing. Our aim is always to recommend clinical, operational and technical solutions tailored to your needs now and over time.
Optimize performance and patient satisfaction, too
Health systems are, by their very nature, complex. Inefficiencies are bound to happen, but in some cases, these inefficiencies can actually lead to patient walkouts and patients seeking care elsewhere. For veteran and service member care, this can result in financial penalties to VA hospitals as well as a poor experience for veterans themselves.
In the private healthcare setting, for example, St. Mary Medical Center in California was challenged with persistently long patient wait times and a high rate of patients leaving without being seen. The organization turned to Philips to help them overcome process inefficiencies and enhance patient flow in their emergency department. Philips consultants joined their day-to-day team to analyze, observe and identify core opportunities for operational improvements. Through this collaborative initiative, St. Mary Medical Center achieved an 85.3% reduction in patients leaving without being seen, a 66.2% reduction in arrival-to-provider time and more than a one-third reduction in length of stay.5
Patient satisfaction doesn’t solely rely on shorter wait times. Feeling comfortable in a setting that typically induces anxiety goes a long way to ensure patients have a positive experience. Philips MR clinical application is designed with patient comfort in mind. It allows for quicker imaging and exams so patients don’t have to hold their breath as long, a true benefit for patients who may have claustrophobia, pulmonary issues, trouble holding their breath or PTSD.6
Engage patients to reduce miscommunication and missteps
A significant cause of operational inefficiencies is patient no-shows or patients who are poorly prepared. In radiology, patients who are not properly prepared often require repeat exams. It is estimated that 6.5% of patients do not show up,7 and one study showed that repeat scans can cost approximately $115,000 per scanner per year.8 If patients can engage in their care before they arrive, they will show up educated and adequately prepared – creating a smoother and more efficient process for everyone.
At Philips, we believe that streamlined workflows must involve the patient. Our patient engagement platform uses automated text messages, email and voicemail to deliver targeted and timely educational and instructional messages to patients.9 This helps the patient as well as the health system. At the onset of the COVID-19 crisis, Boston Medical Center rapidly adopted Philips patient engagement platform to successfully communicate with more than 400,000 patients with tips on how to mitigate the spread of COVID-19, mail-order prescription refill instructions and telehealth visit reminders that helped patients prepare and show up on time for their virtual appointments.10
In imaging services, studies have shown that automated reminders can lead to a 67% reduction in poor patient preparation11 and a 42% reduction in patient no-shows.12 Particularly as health systems reschedule a backlog of elective procedures, timely education and instructions remain essential and cost-effective.