Systems and modules for improving patient satisfaction

• US 9,710,820 B1
• Filed: 03/10/2014
• Issued: 07/18/2017
• Est. Priority Date: 03/04/2013
• Status: Active Grant

• Current Assignee: Intego Software LLC (Tigerconnect Inc.)
• Original Assignee: Sphere3, LLC (Tigerconnect Inc.)
• Inventors: Govro, Kourtney, Rayson, Kristal, Mills, Steven Kent, Evans, Kyle, Govro, David
• Primary Examiner(s): Coupe, Anita
• Assistant Examiner(s): Vizvary, Gerald
• Application Number:
  US14/203,280
• Time in Patent Office: 1,226 Days
• Field of Search: 705 2, 705 3, 3405731, 600306
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms

Abstract

Systems, modules, and methods set forth herein may allow patient satisfaction to be improved. One system for improving patient satisfaction includes computer readable media, an output device, a processor in data communication with the computer readable media and the output device, and electronic instructions that, when executed by the processor, perform steps for: (a) automatically storing event data from a plurality of electronic devices in the computer readable media; (b) storing perception data obtained from a plurality of patients in the computer readable media; (c) accessing the event data; (d) accessing the perception data; (e) determining at least one correlation between the event data and the perception data; (f) determining at least one proposal to improve patient satisfaction based on the at least one correlation; and (g) actuating the output device to convey the at least one proposal to improve patient satisfaction.

Claims

1. A system for evaluating a patient'"'"'s perception of care provided at a healthcare facility, the system comprising:

at least one care event device that generates quantitative care event data regarding the patient'"'"'s care at the healthcare facility,

wherein said at least one care event device includes each of the following;

a nurse call system, whereby the patient activates the nurse call system to request care from a caregiver, and wherein the care event data generated by the nurse call system includes information indicative of the patient activating the nurse call system,

a real-time locating system for locating the caregiver and the patient within the healthcare facility, wherein the care event data generated by the real-time locating system includes information indicative of a location of the caregiver and the patient within the healthcare facility, and

an interactive patient bed, wherein the care event data generated by the interactive patient bed includes information indicative of the patient exiting the bed and a status of the bed; and

a patient perception input interface, whereby the patient is presented with one or more questions related to the patient'"'"'s care provided by the healthcare facility or the caregiver and further whereby the patient provides responses to said one or more questions,

wherein said responses provide qualitative patient perception data representing the patient'"'"'s perception of the care provided at the healthcare facility,

wherein the system is programmed to;

access the quantitative care event data and the qualitative patient perception data;

present, on an electronic display, a visual association of at least a portion of the quantitative care event data with at least a portion of the qualitative patient perception data;

perform a correlation analysis that compares the qualitative patient perception data against the quantitative care event data;

in response to said correlation analysis, identify at least one correlation between said quantitative care event data and said qualitative patient perception data, and

based on said identified correlation, determine the patient'"'"'s perception of care provided by the healthcare facility.

2. The system of claim 1,

wherein the identified at least one correlation determines an affect of the quantitative care event data on the patient'"'"'s perception of care provided by the healthcare facility;

and

wherein the system is programmed to, in response to identifying said at least one correlation, determine at least one proposal based on said correlation to improve patient satisfaction.

3. The system of claim 2, wherein the system is programmed to estimate a patient satisfaction of the patient'"'"'s care at the healthcare facility in view of the at least one proposal.

4. The system of claim 3, wherein said determining at least one proposal is based, at least in part, on a cost estimate for an action associated with the proposal.

5. The system of claim 1, wherein the system is programmed to receive information indicative of a unique patient identifier associated with the patient.

6. The system of claim 1, wherein the system is programmed to present, on an electronic display, a visual association of the information indicative of the location of the patient within the healthcare facility with at least one of (i) the quantitative care event data regarding the patient'"'"'s care at the healthcare facility, or (ii) the qualitative patient perception data representing the patient'"'"'s perception of the care provided at the healthcare facility,

wherein the presenting on the electronic display the visual association is performed in generally real time as said location of the patient and said at least one of the quantitative data is generated by the care event device or the qualitative data is input to the patient input interface.

7. The system of claim 1, wherein the patient perception input interface is associated with either of the patient or the caregiver.

8. The system of claim 7, wherein said one or more questions related to the patient'"'"'s care and presented to the patient via the patient input interface request patient perception data related to at least one of the following:

the patient'"'"'s perception of an attentiveness of the caregiver, the patient'"'"'s perception of a responsiveness of the caregiver, the patient'"'"'s perception of pain management, the patient'"'"'s perception of a comfort of the healthcare facility, the patient'"'"'s perception of amenities of the healthcare facility, and the patient'"'"'s perception of a prestige of the facility.

9. A method of collecting disparate types of patient data and using said collected patient data to evaluate a patient'"'"'s perception of care provided at a healthcare facility, the method comprising the steps of:

collecting quantitative care event data regarding the patient'"'"'s care at the healthcare facility, wherein the quantitative care event data is generated by at least one care event device, and wherein said at least one care event device is at least one of the following;

a nurse call system, whereby the patient activates the nurse call system to request care from a caregiver,

a real-time locating system that locates the caregiver and the patient within the healthcare facility, and

an interactive patient bed, wherein the care event data generated by the interactive patient bed includes information indicative of the patient exiting the bed and a status of the bed;

collecting qualitative patient perception data from the patient,

wherein said step of collecting patient perception data includes presenting, to the patient, one or more questions related to the patient'"'"'s care provided by the healthcare facility or a caregiver;

performing a correlation analysis that compares said quantitative care event data against said qualitative patient perception data;

in response to said correlation analysis, identifying at least one correlation between said quantitative care event data and said qualitative patient perception data; and

based on said identified correlation, determining the patient'"'"'s perception of care provided by the healthcare facility.

10. The method of claim 9, wherein the at least one care event device is the nurse call system, and the collected care event data generated by the nurse call system includes information indicative of the patient activating the nurse call system.

11. The method of claim 9, wherein the at least one care event device is the real-time locating system, and the collected care event data generated by the real-time locating system includes information indicative of a location of the caregiver and the patient within the healthcare facility.

12. The method of claim 11, further including the step of providing an electronic display that presents a visual association of the information indicative of the location of the patient within the healthcare facility with at least one of (i) the quantitative care event data regarding the patient'"'"'s care at the healthcare facility, or (ii) the qualitative patient perception data representing the patient'"'"'s perception of the care provided at the healthcare facility.

13. The method of claim 12, wherein the visual association presented on the electronic display is indicative of a generally real time relationship of the location of the patient within the healthcare facility to said at least one of the quantitative care event data or the qualitative patient perception data.

14. The method of claim 9, further including the step of providing an electronic display on which is presented a visual association of at least a portion of the quantitative care event data with at least a portion of the qualitative patient perception data.

15. The method of claim 9, wherein the identified at least one correlation provides information on how the collected quantitative care event data affects the patient'"'"'s perception of care provided by the healthcare facility.

16. The method of claim 15, further including the step of determining at least one proposal, based on said correlation, to improve patient satisfaction.

17. The method of claim 16, further including the step of estimating a patient satisfaction of the patient'"'"'s care at the healthcare facility in view of the at least one proposal.

18. The method of claim 16, wherein said determining at least one proposal is based, at least in part, on a cost estimate for an action associated with the proposal.

19. The method of claim 9, wherein said one or more questions related to the patient'"'"'s care request patient perception data related to at least one of the following:

the patient'"'"'s perception of an attentiveness of the caregiver, the patient'"'"'s perception of a responsiveness of the caregiver, the patient'"'"'s perception of pain management, the patient'"'"'s perception of a comfort of the healthcare facility, the patient'"'"'s perception of amenities of the healthcare facility, and the patient'"'"'s perception of a prestige of the facility.