Creating a perioperative surgical home (PSH) is no small task and its success is dependent on multidisciplinary team work combined with engaged patients. In a recent webinar, Advocate Lutheran General Hospital’s Medical Director of Pre-Surgical Testing and Anesthesiologist, David Young, MD, and Project Manager for the Perioperative Surgical Home, Flo Kiokemeister, RN, MS shared some valuable insights about how their PSH has achieved remarkable results.
Ensure patients receive the right care at the right time
In addition to a methodical and comprehensive approach to implementation, a carefully planned patient engagement strategy was also essential. Advocate Lutheran focuses on ensuring patients receive the right care at the right time to improve outcomes and decrease complications and cost. That involves shared decision making, risk assessment and mitigation, proactive planning for post-discharge care and education about the healing process. They engage the patient in a variety of ways throughout the episode of care, including Twistle’s secure messaging technology.
Leverage technology to prepare patients for entire surgical experience
Advocate relies on automated surgical pathways from Twistle for timely delivery of information and prompts for patients to keep the care team informed about their recovery. Reminders are sent to patients, patients can send messages and images to the care team, and Advocate can collect patient-reported outcomes (PROs) to better understand the patient experience. Dr. Young shared what he values about Twistle, saying “The great thing we’ve enjoyed is the ability to have bi-directional communication – the ability for patients to ask us questions without having to pick up the phone.” He went on to say, “Most people don’t remember everything they hear when they’re anxious in a clinic setting, so we want to make sure they’re surrounded by an ecosystem that gives them comfort.”
Twistle’s HIPAA-compliant communication platform is valued by the Advocate care team for four important reasons as outlined by Project Manager Flo Kiokemeister:
- Increased rapport between patients and staff
- Improved adherence to treatment regimens, reducing complications
- Reduced institutional and individual costs
- Increased patient satisfaction with facility, procedure and health recovery
“The platform we use really helps us supplement our care and promote coordination between our providers and our patients. Our team appreciates the ability to focus on those really sick patients that have multiple comorbidities. This is a huge benefit for our patients who are able to stay connected with their care team, they’re able to join and be part of their decision making, and they are experiencing better outcomes post-op.
Advocate’s focus on patient engagement is improving outcomes and patient satisfaction in a significant and impactful way. In analysis of their Colorectal Program in 2019, they found a 51.7% reduction in average length of stay and 11.7% fewer readmissions. Patients reported that they felt well prepared before surgery and that the automated Twistle messages sent before and after surgery helped them with recovery. Download the full Advocate Case Study results.
For an in depth look at Advocate’s PSH and their patient engagement strategy, watch an on demand webinar.