Live from HXD: From Paper to Personal

From Paper to Personal: Partnering with Patients for Condition Management, by Katherine Martinko and Natalie Friedman

GetWell network helps people engage patients in their own care. They speak with about 5 million patients each year. They are building a tool for patients and their families to use while in the hospital. It’s personalized, and they can access entertainment (movies and music) as well as medication information, provide feedback to the staff, and get education information. The care team can also interact with them.

They use a solution design process that brings together user experience, client discovery, best practices, management, etc. the goal is to package information as well as possible for patients.

The Evolution of Patient Engagement

Half of what patients remember is incorrect. So the evolution of working with patients has moved from verbal (telling them), to paper. But that assumes a level of health literacy. Thus we move to video, which is still static and not ideal. Thus we get to: interactive.

GetWell has a vision of supporting patients through and well after discharge. They need to be engaged. To do this, GetWell is focusing in on:

  • patient motivation: to feel better and stay out of the hospital
  • clinical barriers: there’s no easy way to identify and prioritize patients
  • content needs: clear, direct content that is accessible and flexible enough to accommodate energy levels and hospital schedules

Patient-Specific Approach

GetWell knew that people would need multiple (personalized) workflows, that account for nurse orders, care programs, and whether people have a new or existing diagnosis.

The pathway sets expectations, let’s patients make choices, and allows them to control the pace. Overall, the modules set them up for success as they prepare to leave the hospital.

The program is now part of an IRB study. Early metrics:

  • Patient and clinician satisfaction is up (based on surveys)
  • Longterm, hoping for improved HCAHPS scores
  • Longterm, will be looking at reduced 30-day and overall readmissions and reduced ER visits
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