UNIVERSAL HEALTHCARE SYSTEMS
& SPECIALIZED HOSPITAL GROUPS
Traditionally, patient experience ratings in private healthcare sectors are used to drive profits by competing for patients. PEER-Systems™ was developed with the opposite intention – to use ratings to inspire innovation within already established healthcare ecosystems where a win for one is a win for all.
Another factor in the traditional model are paper-driven subjective feedback surveys distributed after patient discharge. PEER-Systems™ captures feedback at the point of care using mobile technology and objective evaluation methods that provide more accurate feedback.
With PEER-Systems™ national healthcare systems and hospital groups can take feedback results including patient expectations, and collaborate to focus on providing fundamentally better patient experiences. Perhaps one facility in an ecosystem has had great success in providing a high-level of satisfaction for patients with disabilities, while another facility is reporting poor results in this area. By using the same metric across-the-board and mutual surveys, PEER allows facilities to compare data results and share improvement processes and strategies to elevate care for all.
PEER-Systems™ is not a patient complaint system. it is a patient experience system providing a single-source for patient feedback (including complaints and praises). Having a single source for feedback eliminates the confusion of how and where to express concerns.
LEVERAGING TECHNOLOGY TO IMPROVE THE PATIENT EXPERIENCE
The PEER-Systems™ web-based application utilizes LitCentral’s™ patented scoring system in its evaluation surveys to instantly obtain patient feedback, quantify the results and identify areas within the healthcare organization that are in need of improvement. The results, when acted upon, will greatly increase overall patient satisfaction and improve hospital performance.
When patients use PEER-Systems™ to comment on their recent healthcare experience, objective numeric data is obtained to create a PEER Rating. The evaluations also allow the patient to provide keywords, not only to comment on their recent visit, but to convey their expectations on what they believe would equate to an optimal hospital stay or healthcare experience. Keywords allow the patient voice to be captured beyond what can be collected via standard evaluation questions, and promotes patients as partners. Patients and healthcare professionals can now work together as a team to steadily evaluate, fine-tune and improve the patient experience.
PEER-Systems™ has been designed to incorporate staff identifiers for doctors and nurses into the PEER surveys, to evaluate and track performance. Using the national dashboard and reporting features, healthcare leaders and management can view the specific PEER rating and patient comments for the doctors and nurses within their facility – creating a birds-eye perspective of the overall care being provided to patients. This is the beginning of what LitCentral terms "Predictive Experience". Once you understand the strengths of your staff members, as it relates to their ability to interact with particular demographics, you can begin to truly customize the patient experience.
THE POWER OF PEER-Systems™
POINT OF CARE EVALUATIONS
REAL-TIME DATA RESULTS
MANAGMENT TOOLS & STAFF ASSESSMENT
LOCAL & NATIONAL / GROUP DASHBOARDS
The PEER-Systems™ distribution model uses mobile tablets with the PEER-Systems™ application. Evaluation surveys are administered at the point of care while the experience is still fresh. Asking a patient days or weeks later about the quality of care they received, subjects the results to the limitations of one’s memory. Another benefit to the immediate capturing of patient feedback is the ability for the healthcare facility to receive instant feedback results. This allows the facility to understand and monitor the temperature of the facility at all times.
Each year millions of children enter the healthcare system for care. Their voices may be tiny but their feedback is mighty—and can transform the overall patient experience for children throughout all stages of care.
PEER-Systems™ is breaking new ground in the realm of capturing children’s feedback by providing rudimentary, visually-driven evaluations capable of capturing rich feedback data from children ages 5—18. Age-appropriate evaluations help to obtain the answers to questions like how the patient feels when the nurse walks into the room and whether or not they are afraid during the nighttime or when left alone for extended periods of time.
In addition to the standard evaluations, the surveys can be customized to address local needs. For example, if you would like to know what your patients think of the new valet parking or shuttle service, a customized survey can be created to capture objective feedback.
Evaluations can be customized to apply staff names, time/date stamps, floor, department and services to each evaluation survey administered. This meta-data helps classify and recognize the specific information associated with the patient experience— further defining and pinpointing the areas of deficiency within a healthcare facility.
EASE OF USE & BENCHMARKING
With PEER-Systems™, patients will interact with mobile tablets to complete quick, simplistic, yet clearly defined evaluation surveys. Healthcare leaders will have access to the PEER dashboard, showcasing the results of surveys administered throughout the facility. Additionally, PEER-Systems™ is designed to not only benchmark departments within facilities, but also between hospitals and geographical areas. It is therefore possible for a universal healthcare system to be completely transparent to citizens.
PEER-Systems™ is the first advanced patient experience application designed specifically for universal healthcare systems and hospital groups. PEER removes the need for a middle man to distribute surveys and replaces it with an interactive internal workflow system that captures unlimited objective feedback at the point of care! This state-of-the-art system far surpasses the standard survey practices deployed around the world today.
Copyright LitCentral, Inc. 2014 Patents US 7,865,510 US 8,019,755