New tool improves patient safety, nurse efficiency during hospital rounding
SmartConcern, a new 30-second, daily e-survey may help healthcare facilities close inpatient service gaps, says the product’s manufacturer SmaertER. Daily rounding can be a challenging exercise for busy leaders; however, healthcare providers also know how vital it is to patient satisfaction and quality care is. This new tool aims to assist in optimizing nurse leader time while engaging patients on a variety of concerns they may have – while they’re happening.
This is how it works, according to the company’s announcement: Each morning, patients receive a text message (or email) invitation to an e-survey, which provides a simple means of speaking up about any type of problem (e.g., dietary, housekeeping, facility, noise, staff interaction, or medical concern). The appropriate service line leader is instantly notified and so has the opportunity to immediately close service gaps.
Tom Scaletta, MD, CPXP, President of SmartER stated, "SmartConcern is driven by a simple EMR extract and is fully customizable. Patients (or family members) may use a smartphone, tablet, or laptop from their hospital room to report a bothersome event. This kind of communication is appreciated by both staff and patients since quick, convenient, and non-confrontational."
Julie Danker, LCSW, CPXP, SmartER's Chief Experience Officer, added “When an issue is reported, the appropriate service line manager is immediately alerted. Being served a cold meal can really put off a patient. As soon as that event is reported, dietary can make the situation right. Something as simple as delivering an apology along with a warm bowl of soup lets your patient know you care and will significantly improve your HCAHPS scores."
She said it also helps clinicians remain focused on unit issues such as inattention to call buttons or uncompassionate staff, which makes rounding more precise and meaningful. In addition, the technology can be used to generate monthly reports that can be used to drive incremental improvement across the care continuum.
