Technology can be a daunting investment for ASCs. However, it can be a powerful tool to streamline operations and engage an increasingly connected patient population.
Here are three approaches Daren Smith, RN, BSN, director of ASC solutions at Surgical Information Systems, shared during a presentation on using technology to improve the patient experience at the Becker's ASC 25th Annual Meeting: The Business and Operations of ASCs conference in Chicago Oct. 18:
1. Analytics and data mining. "This isn't something that usually comes as first of mind, but it's a great way to find out what things your patients are not happy with and ways that you can improve upon that," Mr. Smith said, noting ASCs can use data to improve foundational aspects of their practice, such as measuring arrival times to support scheduling accuracy. "It's being able to look at certain ways that your patients interact with you and your system, to make sure you're addressing their concerns."
2. Patient engagement tools. "It's being able to interact with our patients in many different ways. At this point we're all walking around with our phones, and we're all connected — How can we use that connection to enhance what we want patients to do, and what we need them to do?" Mr. Smith said, adding simple steps like distributing discharge instructions or appointment reminders through email or online portals can improve the patient experience and adherence to treatment protocols.
3. EMRs. "The [EMR] isn't always something that comes up when we talk about enhancing the patient experience, but it can," Mr. Smith said, speaking to functions like medication reconciliation and decision support tools. "There's been this shift in the patient [perspective], that says if someone's using an EMR they're more advanced … When the patient goes to the hospital, the office, the dentist or wherever they're going, they see [the EMR] as something that indicates they're getting a high-quality of care."
To learn more about Mr. Smith's presentation on how technology can improve patient experience, click here.