HMH: Feb. 14
All Other Campuses: Feb. 28
Last year, we piloted a new initiative, leveraging text and email messaging to keep our admitted patients’ designated loved ones up to date on their conditions, while they’re in the hospital. This initiative has been a benefit to both patients and clinicians and will now launch systemwide — Feb. 14 at HMH and Feb. 28 at all other campuses.
Why it’s important for our patients and their loved ones
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Increases patient and family satisfaction.
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85% of our patients request text/email updates to be sent to their loved ones.
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Message recipients are surveyed to make sure they’re satisfied with communication. If they’re not, Guest Relations and/or unit nurse leadership is notified, so they can immediately address the patient’s/family’s service needs. They’re also automatically notified:
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When the patient is transferred, given the new room number and new unit phone number.
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On preparing for discharge and discharge milestones.
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Why it’s important for you
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Quick and easy way to keep multiple family members/loved ones updated on the patient’s condition. Even if you spoke with a family member at bedside, these texts/emails will help ensure all loved ones identified in Epic are accurately updated.
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Reduces time on the phone and eliminates phone tag.
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Decreases phone calls to the unit.
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Improves HCAHP scores.
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Note: There are situations where face-to-face and phone communication are needed. As always, use discretion when deciding the best form of communication for your patient.
For information on how to enter a daily status and keep your patients’ loved ones updated, review the Write a Daily Communication tip sheet.
