Modernizing Patient Journey: from Traditional to Intelligent experience
Dan Gagné, Director of Technology
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Patient centricity is no longer a buzzword but becoming a universal trend in the healthcare industry. The patient journey is now more unique and more patient-specific than before, especially for patients suffering from chronic or progressive diseases that their disease courses tend to be long and multi-staged including many different interactions with the healthcare system. With the advances in medicine, new care pathways, and most importantly, strong support from digital health technologies and solutions, the patient’s experience goes beyond getting a treatment, and becomes more engaging at all their touchpoints with the healthcare system.
Typical experience in current system
Traditionally, when requiring health care services, be it from an acute care hospital, clinic or long-term care facility, patients had to first make an appointment with their family physician. If unavailable and urgent care is needed, the patient had to visit the nearest primary care or emergency department. Once there, the patient is triaged and placed into a waiting room before being moved to a streaming area and eventually seen by a medical professional. Depending on the severity of the illness or injury, their stay at the hospital can vary drastically. Other instances result in an assessment, conversation and examination before returning home for self-care.
A familiar scenario is going to the hospital for a surgical procedure. When the patient arrives, they speak to an admissions clerk and receive a wristband before proceeding to the surgical ward. The patient leaves their loved ones without knowing how long the procedure will take and when they will be in recovery.
Upon arriving to the surgical ward, the patient is greeted by a staff member, directed to an area where they change and wait to receive further instruction. Often, the patient is left to stress and wonder about the procedure. When the doctor finally comes in, they confirm the patient’s information, the procedure, and then they enter the operating room. Once the surgery is complete, the patient is moved to their recovery room, where in some cases, they will spend the next few days.
This scenario represents a typical hospital visit where technology may not be a part of the patient journey. Smart hospitals with virtual care capabilities and intelligent rooms are impacting the patient journey not only from the moment the appointment is made, but throughout their time in the hospital and during the recovery process.
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Transforming to intelligent experience
The growing need for a patient-centric approach to healthcare has allowed for opportunities for technology and telemedicine to be strong viable options. Using mobile apps, audio and video conferencing, and instant messaging, patients are in a unique position to stay informed with their healthcare provider regardless of where they are located. In addition, wearable technology such as smart armbands can also be used to guide patient recovery.
In a smart hospital, the patient arrives and has the option to use a self-registration kiosk or speak with an admissions clerk. Using the self-registration option, the patient scans their healthcare card or QR code from their phone within the patient portal app. This will prompt their information to appear on-screen. After answering patient verification questions, an armband is provided with instructions on how to put it on. The kiosk also provides an update through the patient portal with directions to the surgical suite. Loved one(s) are given a special number so they can view the patient’s journey via a customized app or by viewing screens located throughout the facility. With this number, they will also know when the patient is in pre-op, in the operating room, and back in their intelligent room. The information is automatically input based on where the patient is located due to the technology included in the armband calibrated with sensors installed through the facility. Clinicians verify the patient through the armband as well. When the surgery is done, the patient is brought to post-operative recovery (PARR) and eventually to their intelligent room. The whole time they are in surgery, loved ones are kept up to date on the patient’s journey.
Patient focused experience in intelligent rooms
Within the walls and behind the scenes, integrated systems are seamlessly working together to enhance the patient’s experience allowing for a speedy recovery. For example, at a press of a button, the patient can communicate with their primary care giver via two-way duplex audio. In turn, care givers become more efficient as their workflow is improved through automatic updates received in the Electronic Health Record (EHR) System.
Designed with patient comfort and care in mind, intelligent rooms provide a healing environment through circadian lighting, climate, and blind controls. Through the patient portal app or integrated bedside terminal, the patient sees who their care team is, the expected duration of their stay, and what needs to occur before they can be discharged. Educational material on post-surgical care and what to expect during the recovery process can also be found on the portal.
As clinicians enter the room, their presence is automatically detected using Bluetooth Low Energy (BLE) sensors and the patient information is uploaded to the clinician’s portable device. Updates are checked when clinicians are bedside and charting on an intelligent, wireless device. Patient and medication verification is also achieved by scanning the patient’s armband with the device. As added security ensuring information is correct, sensors within the room can locate the device, the care giver, and the patient. If the patient needs to leave the room for another procedure elsewhere in the facility such as an x-ray, the room status changes automatically based on the scheduled appointment and location services of the armband. Clinicians are no longer left wondering where their patients are. If there is a language barrier, the app, with proven medical terminology understanding, can rely on speech recognition to translate and interpret medical terms and conversations.
Future of digital healthcare
Although the scenarios presented may not be exact depictions of the overall patient journey and experience, they are representative of the differences between a traditional hospital and a smart hospital with intelligent and integrated technology.
Many concurrent projects are occurring in British Columbia where various scenarios like those mentioned are being discussed. Use cases are being developed to understand where and how technology can be implemented. At times, technology may be overwhelming and may not make the most sense. However, if human-centric considerations are at the forefront of all design concepts, intelligent rooms will enrich the patient experience while admitted at a smart hospital.
Integrated systems allow care givers to provide care, education, and guidance to patients before, during and after their hospital stay. Virtual care is also taken into consideration with the overall design approach going beyond the walls of the healthcare facility.
After discharge, some patients require additional monitoring. Interval virtual video meetings will be used to support those at home to save having to travel for routine checkups. Wearable technology, like the armband worn during the hospital stay, can be used to help guide the recovering patient at home. Regular updates are sent to the care team on the persons vital statistics and patients are provided with reminders on when to take their medication.
As a bonus, the armband doubles as a fashionable watch… now that is innovative.
