Transforming the Patient Experience: Engaging Patients Through Access to Information and Services

Transcription

1 Trasformig the Patiet Experiece: Egagig Patiets Through Access to Iformatio ad Services Empowerig patiets with direct access to their health iformatio right at the bedside Today s automated world has created ew expectatios for service, coectivity, ad coveiece. Airlie passegers expect olie check-i, i-flight etertaimet, ad i-air Wi-Fi coectivity. Hotel guests expect check-i/check-out ad room-selectio optios o their tablets ad smart rooms with the ability to automate everythig from temperature cotrol to widow curtais. Should t these same iteractive coveieces be expected whe someoe is hospitalized? This case study demostrates how Norther Westchester Hospital (NWH) i Mout Kisco, NY, partered with Alle Techologies to deploy a iteractive patiet egagemet solutio, providig patiets with i-room tools to ehace their hospital stay, ad empower them to be active participats i their recovery. Hospital patiets have come to expect a iteractive, coected experiece, ad thaks to Alle Techologies iteractive patiet egagemet solutio, patiets at Norther Westchester Hospital have a experiece that meets their expectatios. A hospital stay ca be a stressful ad cofusig experiece. The loss of choice ad cotrol, ad fragmeted iformatio patiets experiece durig a hospitalizatio oly add to stress levels. Patiets searchig for assistace ofte resort to the urse call butto eve for the simplest of tasks, such as bed adjustmets or placig food orders. There is also the all-too-real problem of iformatio overload. Durig the course of a typical hospital stay, patiets are preseted with a wealth of iformatio i a umber of ways ad from a variety of sources: urses, doctors, techicias, ad registered dietitias, just to ame a few. Patiets receive iformatio i may formats ad are expected to make iformed decisios o topics ragig from medical procedures, medicatios, meu selectios, discharge plas the list is simply eormous. For patiets ad family members it ca be a lot to take i, let aloe uderstad. A additioal challege, coupled with iformatio overload, is how to provide the iformatio cotaied withi the medical record to patiets i real-time, ad i a format that is uderstadable ad usable i their goals for recovery. Poor commuicatio ad iefficiet processes have a egative impact o patiet care ad overall patiet satisfactio. The Patiet Protectio ad Affordable Care Act itroduced a ew model of value-based healthcare with a goal of esurig patiet ad provider iteractios focus o beig truly patiet cetered i other words, creatig healthcare eviromets i which patiet ad family ivolvemet is embraced, ad where patiet educatio coverts to patiet empowermet. This shift is see i the questios that are asked of patiets as part of the Ceters for Medicare & Medicaid (CMS) Hospital Cosumer Assessmet of Healthcare Providers ad Systems (HCHAPS) survey a survey measurig patiet perceptios of the cosistecy of provider commuicatios, educatio resposiveess, pai maagemet ad discharge preparedess. The survey is trasparet, allowig all healthcare cosumers to research how their istitutio is measured with respect to cliical quality ad the patiet experiece. Fiacial icetives ad pealties placed o health providers by isurers also ifluece health outcomes ad patiet satisfactio, turig patiet-cetered care from a buzzword to a requiremet. Addressig patiet eeds, providig a safe, reassurig ad comfortable patiet experiece, icreasig efficiecy ad fulfillig requiremets of the Affordable Care Act all become pieces of the same puzzle. As hospitals ad other healthcare istitutios seek solutios for those models, it has become apparet that oe of the solutios to deliverig patiet-cetered care is techology. Iovatio i Care Delivery Norther Westchester Hospital (NWH) has log recogized the eed to more fully egage patiets durig a hospital stay ot oly to icrease patiet satisfactio, but more specifically to ehace the overall quality of care. Widely recogized for its state-of-the-art facilities, techology ad award-wiig care delivery model, NWH has received recogitio from such prestigious etities as US News ad World Report, The America Nurses Credetialig Ceter ad their Maget Recogitio Program, ad The Joit Commissio. I additio, NWH has bee recogized as a Desigated Plaetree Patiet-Cetered Care Hospital with Distictio, the first hospital i New York State ad oe of the first five i the coutry to receive that desigatio. Ideed, NWH was the first ad oly hospital i New York to receive a five-star ratig from CMS whe the HCAHPS patiet satisfactio ratigs were lauched. The hospital was eager to brig techology to the bedside to eable patiets to 1 March 2016 Alle Techologies, Ic.

2 have direct access to their medical iformatio, as well as have cotrol from their bedside to request special services. It bega to seek out a high-tech solutio. That search brought the hospital together with Alle Techologies. Fouded early 40 years ago to meet patiet demad for i-room televisios, Alle Techologies has a wealth of experiece usig techology i the healthcare eviromet to meet patiets eeds. The Austi, Texas, software compay pioeered the cocept of the iteractive patiet system, which allowed patiets to access health educatio videos ad other materials through their i-room televisios. As techology evolved, so did Alle s solutios, expadig access to iclude portable tablets, while itegratig with other systems, such as food services, housekeepig, commuicatios, electroic medical records, pre-admissio ad post-discharge plaig, ad HVAC. Alle s patiet egagemet systems ot oly improve the patiet experiece, they improve operatioal efficiecies for healthcare istitutios as well. Alle s solutios help hospitals reduce Idustry Trasformatio Have We Reached a Tippig Poit? Fueled by widespread adoptio of iteroperable electroic medical record systems ad sweepig chages i govermet regulatios, the healthcare idustry is trasformig rapidly. The focal poit for the idustry is shiftig to patiet experiece ad satisfactio, because these are the variables that have a direct impact o quality outcomes ad the bottom lie. NWH Presidet ad CEO Joel Seligma sums up the shifts occurrig i the healthcare idustry: From a healthcare delivery poit of view, the shift we are curretly experiecig is toward populatio health maagemet, where regioal health systems are formig expasive etworks to help patiets with a host of healthcare eeds ad services. The quality shift is that hospitals are goig to be paid for deliverig good quality ad good outcomes, ad gettig ad keepig people out of hospitals. This is very excitig a big differece from where we were just five years ago. readmissios, meet meaigful use ad cliical outcomes improvemet requiremets, improve productivity, improve HCAHPS, ad lower operatig costs. Workig closely with Alle Techologies, NWH created a patiet experiece model that emphasizes patiet egagemet to produce better healthcare outcomes ad improve operatioal efficiecy. Goals of the patiet egagemet system are to: Fid out what patiets ad families wish to have easily accessible at their bedside, ad desig techology for patiets by patiets. Give patiets direct access to their medical iformatio icludig labs, medicatios, care plas ad vital sigs. Streamlie operatioal processes by automatig routie tasks that previously required itervetio by urses or other staff. Ehace the patiet experiece with a suite of tools desiged to make the hospital stay as comfortable ad easy to use as possible. Place customized iteractive patiet educatio directly i the hads of the patiet, itegrated with the hospital s electroic medical record system. The Empowermet Path Patiet-cetered care always has bee a philosophy of NWH, with a focus o patiet satisfactio. This philosophy begis at the top ad filters dow throughout the orgaizatio. Accordig to Norther Westchester Hospital s Presidet ad CEO Joel Seligma, the path to deliverig a cosistet, patiet-cetered experiece is a orgaizatioal commitmet ad does ot happe overight. Our commitmet to the delivery of patiet-cetered care meas that we parter with patiets ad their families to desig systems ad processes that make sese ad are of value to them, he says. May years ago, we had the idea of empowerig patiets with access to their ow medical records usig i-room tools. We wated to empower patiets to take cotrol of their health, i the same way that our staff are empowered to address ad respod to patiet eeds. Accordig to Vice Presidet of Patiet ad Family Advocacy for Norther Westchester Maria Hale, NWH has ot bee afraid to implemet ew patiet-cetered programs, eve if it meat a departure from well-established processes. Elighteed leadership meas you are willig to challege the status quo ad try a ew directio, she says. Hale believes this is where progressive healthcare is headed lookig at the experiece from the patiet perspective ad parterig with patiets to fudametally improve the experiece. Key to this idustry trasformatio is improvig access for patiets to their cliical data through the itegratio of techology. Placig iformatio at the figertips of our patiets trasforms the experiece. Patiets are o loger bystaders, but true parters i their care, Seligma explais. Searchig for Improved Patiet Egagemet Approximately five years ago, NWH determied that it wated to deploy a system based o moder techology that would allow patiets to take advatage of digital etertaimet choices, such as video games, o-demad movies ad music, ad video coferecig. While several potetial suppliers were vetted i the iitial search, most were uable to offer solutios that could egage patiets i the maer i which NWH was hopig. Alle Techologies preseted itself as oe of the advaced compaies, with a focus o desigig systems that are best for the ed user, the patiet, so that is why we were attracted to them, Seligma says. As coversatios betwee NWH ad Alle progressed, the primary objective quickly moved beyod i-room etertaimet. Alle already was leveragig techology to improve patiet iteractio ad egagemet i other areas, so why ot expad the focus to iclude a full-blow patiet egagemet system? That is what started us o the jourey, Hale says. It was syergistic for the two of us to come together. Norther Westchester Hospital uderstood that better-egaged patiets would be more satisfied with their overall healthcare experiece, which ultimately would lead to better quality outcomes. Providig patiets with bedside access to their medical records was o easy task, ad there were umerous hurdles to overcome. For example, the hospital eeded a solutio that could deliver relevat ad requested iformatio to patiets whe they wated it, ad i a way that was uderstadable ad easy to digest. At the same time, much of the iformatio imparted to patiets over the course of their hospital stay was ot ecessarily part of the medical record. Ultimately, the ability to cosolidate iformatio that existed i multiple places ad make it available to patiets at their coveiece was eeded. There also was the challege of takig cotet iteded for cliical purposes ad makig it uderstadable for the patiet ad the caregiver. Much of what is available through the EMR, for istace, is techical medical jargo that would make little sese to the patiet util it is filtered i some way. We 2 March 2016 Alle Techologies, Ic.

3 asked our patiets ad ourselves, How do we display this i a way that actually makes sese to the patiet so that ot oly are they readig it ad uderstadig it, but they ca actually do somethig with that kowledge? Hale recalls. Developmet ad Implemetatio Strategy NWH worked closely with Alle Techologies i the developmet of a series of robust patiet egagemet features, ow i use by both patiets ad hospital staff. The two orgaizatios have a ogoig cosultative process, which is a major part of the program s success. Features of Norther Westchester s Patiet Egagemet System NWH has partered with Alle Techologies to develop a patiet egagemet system that supports a broad rage of features ad capabilities, all desiged to drive iteractio ad ivolve the patiet more directly i his or her ow healthcare. Features iclude: Patiet educatio ad relaxatio modules with a customized patiet video ibox. Access to a patiet s health iformatio. Vitals ad lab results. Discharge istructios ad what to do to prepare for goig home. Sig up for the Meaigful Use Patiet Portal. Iformatio about the patiet s care team: urse ad doctor bios ad photos. Medicatios ad iteractios iformatio. Ability to review radiology images with their doctor. Noise reductio feature. Iteret, video coferecig, Iteret radio. Real-time patiet feedback. Real-time patiet requests. Nutritio ad dietary iformatio. The Patiet Activatio Tablet (PAT) home scree, providig patiets with a sigle poit of access to health iformatio ad educatio, as well as a host of other hospital services. I late 2012, NWH rolled out its first solutio codeveloped with Alle Techologies, a etertaimet ad educatio solutio that offered access to hospital iformatio, educatio, etertaimet, ad relaxatio cotet. The iitial system was iteded to be deployed o the i-room televisio. However, NWH ad Alle shared a log-term visio for makig the services accessible o a tablet-based solutio. Above all, NWH ad Alle set goals to desig a solutio that was simple to use so as ot to overwhelm patiets ad cliical staff. To miimize disruptio to existig work processes ad lesse the amout of traiig ad educatio required, NWH ad Alle took a phased approach i rollig out the cotet ad iteractive applicatios to patiets through the iitial system. By utilizig this icremetal approach, NWH allowed its patiets ad staff to get comfortable with the system ad its capabilities before expadig ito ew applicatios. To date, a variety of features have bee implemeted as part of the patiet egagemet system (see sidebar). NWH ow offers a iteractive TV solutio, a tablet-based solutio, ad a swig-arm versio of the solutio used i certai areas where wall-mout televisio sets are ot a optio. Patiet Activatio Tablet The i-room tablet device, which NWH calls the Patiet Activatio Tablet (PAT), provides patiets with a sigle poit of access to health iformatio ad educatio, etertaimet, cocierge services, patiet advocacy, spirituality, housekeepig, food services, ad a host of other hospital services. Educatioal videos watched by patiets are directly liked to the idividual electroic health record. PAT is ot a oe-way tool desiged oly to push cotet to patiets. Istead, it is a fully iteractive patiet egagemet system that coverts the tablet ito a bedside commuicatio tool. With PAT, patiets feel more i cotrol of certai aspects of their hospital stay. Patiets ad family members ca make requests for ay umber of hospital services, such as housekeepig, advace directives, maiteace, pastoral visits, ad provide real-time feedback about their care. Patiets are eve able to choose the artwork for their room via PAT. PAT pulls data from more tha just the hospital s iteral systems. Oe of the primary beefits of the Alle Techologies solutio is the ability to aggregate data from a variety of sources ad preset it to the patiet as part of a cohesive structure. For the NWH PAT, data is pulled from systems icludig the EMR system ad certai exteral websites. It is desiged to be flexible ad iterface with other solutios, ad because it is cloud-based, the iteroperability betwee 3 March 2016 Alle Techologies, Ic.

4 systems is seamless ad easy to recofigure. Alle Techologies ca itegrate with, pull from, ad write to virtually ay type of educatioal cotet provider. System itegratio is a importat part of ay effective patiet egagemet solutio. By cetralizig the data, Alle Techologies reduced the amout of up-frot itegratio work required. Other competitive patiet egagemet solutios require duplicate fuctioality because existig hospital fuctios ofte are replaced with proprietary systems. By parterig with Alle, NWH How PAT Drives Patiet Iteractio Norther Westchester Hospital s goal is to itroduce the iteractive tablet solutio to the patiet as soo as the patiet arrives o the floor, or whe the patiet is ready to receive the iformatio. Alog with the uit s staff, voluteers kow as PAVERS (Patiet Access Voluteer Educators) roud to assist patiet ad families with the techology. Oce i the patiet s hads, there is a iheret desire to explore ad discover. The ability to immediately see persoal iformatio, such as vitals, medicatios, ad discharge plas, or to just sed a quick to a loved oe or have a video call with a graddaughter who ca t visit, is key to gettig the patiet egaged quickly. Simplicity is also importat, as Maria Hale explais: Whe somethig is more complex, or if the patiet has to make multiple clicks to get there, the it is less iterestig to them. They are lookig for more immediate iteractio. Norther Westchester Hospital hopes to move as much educatioal ad iformatioal cotet to the iteractive tablet solutio as possible. It has embarked o a systematic rollout, with every patiet room havig PAT at the bedside I just the first six moths of 2015 aloe, early 2,900 NWH patiets used the Alle iteractive tablet solutio. Norther Westchester has istalled PATs i 161 hospital rooms. was able to augmet existig fuctioality rather tha replace it. PAT Deploymet Oe of the challeges NWH experieced was simply gettig patiets to uderstad that the iteractive tablet device is iteded for their ow use. Patiets are ot used to comig i ad havig a tablet at their bedside that they ca pick up ad use at their discretio, Hale says. Not every hospital you visit today hads you a persoalized tablet to coect you to your healthcare. Helpig each patiet to uderstad that PAT is for their use while at NWH is a importat goal. Equally importat is esurig NWH urses, doctors, ad techicias kow they ca leverage PAT to explai procedures, help patiets better uderstad their care, ad show patiets how they ca help i their ow recovery. We are all o a learig curve o how to icorporate the techology ito effective ad persoalized healthcare educatio. But surely over time, we will reach the tippig poit as patiets ad staff feel more ad more comfortable usig techology to eable greater uderstadig ad meaigful dialogue, says Hale. These are all thigs we are workig o to create greater adoptio ad facilitate comfort with both patiets ad staff. Accordig to Lauraie Szekely, D.N.P., MBA, B.S.N., RN, seior vice presidet of patiet care services at Norther Westchester Hospital, maagemet solicited feedback through oe of its shared goverace coucils to help establish best practices for implemetig the tablet techology. Their goal: idetify specific use cases that would be beeficial to medical staff ad patiets as part of their day-to-day care. The team idetified three areas: etertaimet, food service, ad medicatio maagemet. I additio, the team determied that elderly patiets would beefit from the ability to use the iteractive tablet as a large-scale remote cotrol for operatig the i-room TV. That was a easy wi-wi, Szekely says. It is easy to see how PAT could brig clarity to the process of orderig meals. Patiets at NWH have access to full room service meus matched with their dietary restrictios. Hospital diig meus ad utritioal guidelies for the patiet s specific diet are accessible through PAT so that patiets ca easily review all patiet-specific meu optios appropriate for their diet ad care pla. The tablet-based patiet egagemet solutio also complemets the way that physicias iteract with patiets. Accordig to Marla Koroly, M.D., chief medical officer ad seior vice-presidet for medical How PAT Aids Trasitio of Care Natioally, a cocetrated focus has bee placed o esurig hospitals create a comprehesive ad patiet-cetered trasitio of care for patiets leavig the hospital settig ad movig to the ext phase i their recovery. Norther Westchester Hospital is usig the Patiet Access Tablet specifically to help with educatio o medicatios, a importat part of the trasitio process ad itegral to esurig that patiets uderstad what is ecessary for their cotiued care post discharge. Lauraie Szekely, D.N.P., MBA, B.S.N., RN, seior vice presidet of patiet care services at Norther Westchester, explais: Nurses, pharmacists ad physicias use PAT to educate the patiets about their medicatios, why they ve bee prescribed, what to watch out for, ad to idetify ay cocers with or barriers to the medicatio regime before discharge. Through istructioal videos ad cotet desiged to improve patiet uderstadig, NWH better educates patiets before they leave the hospital, with the goal of icreasig patiet compliace ad well-beig ad reducig the chaces of readmissio withi a 30-day period. Easy access for both patiets ad staff is reflected i the umber of patiet educatio iteractios with the Alle system. More tha 9,900 educatioal ad iformatioal videos viewed, with completios writte back to the patiet medical record. Accordig to aalysis of federal data, Norther Westchester Hospital has reduced readmissio rates steadily over the period. affairs at NWH, immediate access to data is key to eablig medical staff to drive better patiet outcomes. There are so may opportuities to improve healthcare through techology, ad oe is simply improvig access to iformatio, she explais. Medicie has become so complex; there are thousads of medicies, hudreds of procedures, ad it is all chagig every miute of every day. It is ot humaly possible for a urse, physicia, or pharmacist to keep up with it all. Techology ca put that iformatio at our figertips at the poit of care, with decisio support available as 4 March 2016 Alle Techologies, Ic.

5 you are takig care of the patiet. Why should t the same real-time access about their specific pla of care be available to patiets? Koroly says that patiets usig PAT have the opportuity to ask their physicias more questios ad oes more tailored to their care, simply because they are beig preseted with more useful iformatio. Through it, patiets ca see a list of their medicatios, vital sigs, ad lab results, ad i some cases may eve see these results before the physicia does. By havig the tablet at the bedside, physicias ca pull up patiet iformatio ad, access radiology images ad review them with the patiet usig the iteractive tablet device. Additioally, havig access to medical iformatio likely will reduce the umber of questios cliicias eed to address about the raw data, ad icrease questios about how best to move forward with treatmet, leadig to more meaigful coversatios betwee physicias ad their patiets. By beig better iformed, patiets ad their families ca make better decisios. Patiet Feedback Drives Process Improvemet Norther Westchester Hospital has received valuable feedback from patiets regardig the Alle iteractive Patiets at NWH specifically asked that lab results ot be preseted i the traditioal way o PAT. Rather, they requested a graphical represetatio, with a stoplight to idicate what various umbers mea: gree is good, yellow is borderlie (slow dow), ad red is alert (corrective actio eeded). How PAT Becomes Part of the Recovery Process Norther Westchester Hospital is usig the iteractive tablet solutio to combie educatio ad etertaimet. Patiets have expressed ethusiasm for games that ca be used i a therapeutic way ad as part of the recovery process. For example, a Norther Westchester Hospital patiet had experieced a mior stroke ad was dealig with had dexterity issues. Playig a game called Balloo Busters helped with had-eye coordiatio ad allowed the patiet to receive iteractive therapy i a fu ad othreateig way. Accordig to Szekely, this is a perfect example of how patiet egagemet systems ca improve the healthcare experiece: That was a importat takeaway for us how do we use techology to make educatio fu? Because that is what you remember istead of the iformatio that is preseted i a very didactic fashio. tablet system. Whe queried as to what iformatio patiets would like to see made available through PAT, the respose was iterestig. Patiets top request was simply to kow more about their care team who is takig care of them, what are their ames ad backgroud, where did they go to school, what traiig have they completed, what are their hobbies? Hale says patiets wat a richer relatioship with the people who are carig for them. That is great feedback ad it is the beauty of havig this kid of tablet because it gives you direct isight ito what is most importat to the patiets, she adds. Based o this feedback, the tablet ow provides patiets with a comprehesive profile for each idividual caregiver, complete with photos. Patiets also expressed a desire for more ad better iformatio regardig their medicatios ad labs. This is ot at all surprisig give the geeral cofusio that surrouds these issues. Patiets ofte have detailed questios regardig chages to medicatios ad how those chages impact other prescriptios. More importatly, patiets wat to kow why the medicatio has bee prescribed ad the potetial side effects. With PAT, Norther Westchester Hospital patiets are able to have more meaigful dialogue with the physicia or urse about those issues. By ivitig patiets ito the process ad ivolvig them i their ow healthcare decisios, NWH receives costat feedback from patiets o a daily basis. This feedback is a importat part of the overall process because it allows NWH to costatly tailor solutios based o real patiet experieces. Techology Makes Educatio Meaigful Oe of the most importat aspects of ay patiet egagemet system is the ability to deliver iformatio i meaigful ways. NWH patiets specifically asked that lab results ot be preseted i the traditioal way, with complex umbers ad graphs showig highs ad lows. Accordig to Hale, figures preseted i this way ofte create axiety for the patiet. Patiets also asked that the system limit the lab iformatio shared to those results that cotribute to welless ad prevetio, such as glucose, cholesterol ad lipid studies. Oe of the more iterestig items that came out of the patiet discussios was the request to preset lab results i a graphical way, with a stoplight to idicate what various umbers mea: gree is good, yellow is borderlie (slow dow), ad red is alert (corrective actio eeded). This way, patiets could more easily uderstad the meaig of certai results to determie ext steps with their physicia. 5 March 2016 Alle Techologies, Ic.

6 NWH also wated to esure that patiets did ot view the iteractive tablet solutio as a replacemet for direct iteractio with medical staff, but as a tool to ehace their commuicatio. We did ot wat patiets to thik, here is a device so ow you are o your ow, Hale explais. The device should help you thik about questios that you should be talkig about with your doctor ad urse, to aid i uderstadig ad icrease idividual cotrol. Norther Westchester Hospital s iteractive patiet egagemet system also is desiged to ivolve patiets families. We wat both the patiet ad family ivolved ad to access the iformatio. Family members ad caregivers are vital participats i this process, Szekely explais. They really set the road map for us ad cotiue to do it through the feedback we receive. Ideed, it is the adaptable ature of PAT ad the uderlyig techology that makes it such a practical solutio. Hale poits to the relatioship with Alle Techologies as key to the system s flexibility, which is critical i order to address evolvig patiet eeds. It caot be a cookie-cutter solutio because the patiets are really developig this ito somethig that is importat to them i terms of how they see it as a value, she says. Measurig Patiet Value Maria Hale likes to use the word value whe talkig about opportuities to improve the quality of healthcare. What is meaigful to oe patiet may ot be the same for the patiet i the room ext door, she explais. Beig able to address the idividual eeds of each patiet is how this system provides value. Care received durig the hospital stay is oly oe part of the equatio. Just as importat is providig patiets with the iformatio eeded so that they are more empowered ad active i their ow recovery. Patiets wat to make sure that they are armed with the right iformatio to get back to a healthier state ad stay out of the hospital, Hale explais. That is the value to the patiet. So, whe we look at how we desig our systems, it always has to be through the patiet les. average score (0=low, 100=high) Nurses commuicated well Doctors commuicated well NWH s HCAHPS have improved steadily over the years, ad have cosistetly exceeded state ad atioal bechmarks. Source: Ceters for Medicare & Medicaid Services. This is also a crucial measurig stick for NWH, because reducig readmissio rates ad improvig patiet satisfactio scores has a direct impact o the hospital s bottom lie. NWH has see marked improvemets i patiet outcomes ad overall patiet satisfactio, with steadily improvig HCAHPS showig a clear upward tred i patiet satisfactio, ad performace scores exceedig that of state ad atioal bechmarks (see chart above). Norther Westchester Hospital has prove that patiet-cetered care ca be delivered successfully ad profitably. As a pioeer i the field, NWH stresses family ad emotioal support, ad a focus o the patiet s persoal eeds as fudametal to its basic missio puttig the patiet first. By parterig with Alle Techologies to develop its iteractive patiet egagemet system, Norther Westchester Hospital has deployed a solutio that will assist i expadig its capabilities to ehace patiet satisfactio, improve outcomes ad maximize efficiecies. Norther Westchester Hospital HCAHPC Scores, Ad 2014 State ad Natioal Averages Patiets received help as soo as they wated Pai was well cotrolled 2014 State Average 2014 Natioal Average Staff explaied medicies Room was clea Yes, staff "did" give iformatio about what to do durig recovery at home Patiets who gave a ratig of "9" or "10" (high) Authors Robert Palmer Amy Weiss BPO Research 2016 BPO Research YES, patiets would defiitely recommed the hospital About BPO Research BPO Research is a divisio of BPO Media, a publishig, marketig, ad research firm. BPO Research provides market research ad cosultig services focused o office techology, workflow, process optimizatio, ad the trasformatio resultig from the ogoig itegratio of digital ad mobile techologies. BPO Media s other divisios iclude BPO Marketig ad the Office Techology Group, which produces the leadig trade publicatios The Imagig Chael ( ad Workflow ( Cotact BPO Media at ifo@bpomedia.com. About Alle Techologies Alle Techologies, the pioeer of iteractive patiet solutios for early 40 years, trasforms the way hospitals egage, educate ad etertai patiets. Alle Techologies helps hospitals impact patiet outcomes, improve patiet satisfactio ad achieve operatioal efficiecies. Alle s multiplatform iteractive patiet egagmet system, delivered via televisio, tablet ad bedside moitor, is a robust patiet-cetric portal for customized patiet educatio, i-room comfort cotrol, ad etertaimet. Alle is the leader i iteractive patiet egagemet solutios for smart TVs. Alle s E3 Patiet Egagemet Solutio itegrates seamlessly with electroic medical records ad system platforms icludig HVAC, housekeepig ad food service systems. Lear more at or Alle Techologies, Ic Kramer Lae, Suite 250 Austi, TX / March March 2016 Alle Techologies, Ic.