14. Connectedness: healthTV at our own system

More information is key. Providing an abundance of information to patients can be challenging. Properly organizing and delivering that information can mean the difference between a satisfied and dissatisfied patient.

If you’ve ever walked into a hospital room you know there is one thing most have in common: the TV is on.

Video on-demand is a concept many are familiar with. our own system will use the technology to create an interactive media channel delivered over an internal network. Johns Hopkins has a patient safety video on-demand service:

Patient education is an important part of your hospital stay and recovery after discharge. It is important for you and your family to understand your condition, treatment and any follow-up care you may need. As part of our television service, the hospital offers a wide range of patient education videos and informational presentations on our free Patient Education On-Demand TV System.

In order for the channel to carry a professional feel, our own system will hire a team to work with providers and employees to create content. That staff will need skills in videography, production, writing, graphic design, among others.

The possibilities are truly endless.

Patients could be welcomed by management with a video. Providers could each have a video describing what they do and who they are. An outline of hospital services and local community information could be displayed and disseminated with ease. Or how about hospital policies, principles, and other information. our own system could explain its commitment to the highest quality care, or information about its Leapfrog designation (and U.S. News ranking), or latest Joint Commission accreditation survey findings, or policies related to medical record privacy.

After a physician provides a diagnosis and answers all of the patient’s questions, that patient may desire more information. It could be provided in video format and may include information about the diagnosis, treatments, and what to expect from that point on.

How does a visitor get to the cafeteria from the hospital room? Or to a coffee stand? They could watch a video tour outlining the way to the cafeteria before setting out on the journey in order to gain familiarity with the surroundings.

Another opportunity include healing video options like NewYork-Presbyterian:

Patients at NewYork-Presbyterian Hospital are tuning in to a unique television channel specially designed to promote healing. Putting aside pundits, police dramas and other anxiety-laden programming, they can now relax and reflect to uninterrupted video imagery of beautiful and inspiring natural vistas—a meadow of wildflowers, ducks swimming in a mountain lake, etc.—set to soothing instrumental music.

The video on-demand service could also provide answers to questions that may be tough to ask. If the patient is dissatisfied with an aspect of their care, it may be difficult to ask a nurse how to make a complaint. A video could explain who to call and how we will respond.

Most importantly, the videos would cover safety issues in the hospital. They could explain proper safety procedures, how the hospital deals with safety and infection control issues, and what kinds of questions to ask providers related to safety.

Principle #14: Some patients want as much information as they can get, others could care less. Instead of trying to find the balance between giving too much paper and not enough, healthTV at our own system would allow patients to choose what they receive. This type of media allows the hospital to individualize care and improve patient satisfaction. We have nothing to hide. Being completely open with patients is the right thing to do. As connectedness continues to evolve, our own system will use the latest technologies to improve the patient experience.

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