Improving

South Shore Health’s Patient Experience

Through The Use Of Technology
Improving Patient Experience

Discover Design Implement

Purpose:
Identify SSH Patient/Family current use of electronics/technology, their needs, and expectations as they
relate to the integration of technology in their care experience.
Ø Seek potential advancement and improvement opportunities for the future of SSH Patient Experience
and Engagement.
Discovery Overview
§  Survey Methodology:
-  Online conducted via Survey Monkey
-  Paper copies made available
§  Questions:
-  Four demographic
-  Thirteen multiple choice
§  Distribution:
-  Outpatient waiting area kiosks
-  Emergency Department
-  Inpatient beds
-  Meal Trays
-  Social Media
 Survey Population

Maleà 22% 6% Emergency Room
22% Visit
23%
Unplanned
Femaleà 76% 109 Admission
12%
Participants Planned/Expected
26% 10% Admission

Outpatient Visit

Over 65 Under 25 Visiting a Patient

50-65 25-49
25-49 Other
50-65
Under 25
Over 65
0% 20% 40%

4
 Population Habits
Communicate with Family/Friendsà 93%
Health/Fitness device 37%
Smart TV 41% Social Mediaà 81%
E-Reader 31%
Laptop 73% Stay Informedà 73%
Ipad/Tablet 76%
Smartphone
93%

Text 85%

Email 88%

Internet Searches 83%

Shopping 75%
Comcast/Verizon Netflix
News 72% 85% 74%

5
 Engagement and Expectations
11% Don’t Know
of respondents report having a MyChart account. What MyChart is

….Expect their test results online 24-48 hours.

63% are
well
Informed
about their
health

6
7
 Integration of Population Habits in SSH Care
of respondents who use personal health/fitness devices
would be willing to share information collected on them
with their providers.

Rated “Very Important” to be able to View Their…

Test results Procedures Vital signs MD Appts. Message Care team Provide
& tests care team Info. feedback

8
 Staying Informed and Connected
of respondents rank receiving health information
ONLINE as their 1st preference

85%... …say YES!

to an SSH App
on their phone/
tablet
9
Improving Patient Experience

Discover Design Implement

Key Discovery Conclusions/Recommendations:

ü  New TV system that allows for the utilization of Netflix and other entertainment features
ü  Change results accessibility in MyChart to >48hours
ü  Bedside access to education, entertainment, and communication tools
ü  Develop an SSH App
 §  Create personas based on regional data combined
with findings to better understand the needs of
our population
§  Identify stakeholders for improvement
recommendations
NEXT §  Replace existing television system

STEPS §  Assess feasibility of implementing MyChart

Bedside
§  Identify App development opportunities
§  Improve current MyChart access (i.e. results
timing, education, utilization rate)
Thank You