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Redesigning the Patient Experience using Digital Wayfinding

  2. Patient satisfaction and engagement have become the highest priorities for hospitals.
  3. Many HDOs are still tackling the definition of what patient experience means and encompasses.
  4. The Beryl Institute, for example, defines the patient experience as: “The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care."
  5. Patient experience begins with the first person they encounter at check-in and ends with the person involved in check- out or billing. Implementing methods to provide a quality patient experience at each step of their visit is fundamental.
  6. Recent studies show that up to 65% of patient’s rate wait times in clinics and hospitals as unsatisfactory. The concern of course is that wait times at any step of the visit cause an overall dissatisfaction with the entire visit. (McCarthy, McGee, & O'Boyle)
  7. Patient-centric HDOs understand that a positive patient experience goes beyond the consultation or procedure. It spans every interaction with the patient, including: • appointment notifications • directions to the hospital • the check-in process • navigating between procedures • the discharge process • the journey home
  8. Location awareness is playing an ever more important role in the modern hospital, from navigating complicated hallways to helping healthcare professionals locate patients, colleagues or machines at any given time.
  9. Wayfinding offers the technology to keep hospital staff alerted to patients while they are in transit, allowing for preparation and greater efficiency of both time and resources.
  10. Indoor navigation and wayfinding allows patients and visitors to maneuver through the unrestricted areas of the hospital as they follow the continuum of care, without needing staff guidance.
  11. Bill is a patient due for an operation at the hospital where Lisa works as a nurse.
  12. On the day of the surgery, Bill receives a notification on his phone alerting him of his appointment later that day and confirming he will use the hospital shuttle bus.
  13. On boarding the bus, his presence is tagged and relayed to relevant hospital staff.
  14. The wayfinding application also makes Lisa and her colleagues aware of traffic along the bus route, letting them know Bill will be late for his appointment.
  15. Once Bill has entered the admission area, geo-fences recognize his phone signature and, based on his consent, tag him as present, notify the necessary staff of his arrival.
  16. If Bill elects to check-in using his mobile device, his patient record can be made available to staff, including notifications of behavioural and medical issues they should be aware of, allowing them to prepare accordingly.
  17. Navigating through a large hospital building is difficult for staff as well as visitors and patients. Certain areas may be restricted to patients and visitors but not staff, creating a need for differentiation in navigation routes.
  18. Enterprise Wayfinding Platforms allow for separation based on role: Lisa can make her way directly to a patient, moving through restricted areas, whereas Bill will be directed along a very specific route to a consultation room.
  19. This division of navigation access allows Lisa full hospital access and the most expedited routes, and keeps Bill from moving through areas of contamination, operation rooms, labs and more.
  20. If Lisa needs an IV pump for a patient, rather than searching the halls and asking her colleagues where the nearest available machine is, Lisa can use her handheld device to locate the nearest unit, saving valuable time.
  21. Navigation and location-sensing technologies provide her with Wireless Health Care Asset Management (WHAM). This allows Lisa to discern between machines that will soon need new batteries and those with ample battery power, guiding her directly to a ventilator with enough power.
  22. Indoor navigation technologies coupled with mobile devices help create the digital hospitals of the future, through Experiential Wayfinding.
  23. Not only does this technology directly affect patients and visitors while in the hospital, but also creates a foundation for numerous other technologies that improve the patient experience.
  24. Internet-enabled smart objects have the ability to interact with software and mobile applications, which use data to deliver a more personalized experience based on a users specific wants and needs at any given time.
  25. To ensure this, wayfinding software platforms use three key dynamics when responding to a user request: proximity, context and content. By filtering each user’s request through these three dynamics, the software ensures extremely relevant and personalized results at all times.
  26. Location Aware Technologies is a general term used for technologies that are able to determine geographical location such as GPS. The problem is GPS doesn’t work indoors and isn’t very accurate within 20 meters.
  27. To overcome this, Wi-Fi positioning has become popular as an indoor navigation technology as well Bluetooth LE, that provides important proximity related information and compliments Wi-Fi positioning technology.
  28. Mobile location-based services offer numerous benefits, from simplified navigation and locating personnel, to tracking objects. Crucial to digital wayfinding and indoor navigation, mobile location is now widely expected by users in several industries.
  29. Hospitals can also use mobile apps for patient identification, using Positive patient identification (PPID). PPID begins with encoding of individually identifying information on a wristband or tag and affixing it to the patient. Once a patient has been correctly identified, all following actions and related workflows become safer and more efficient.
  30. BLE beacons work by broadcasting a short-range signal up to 50 meters that has the ability to signal compatible devices, such as a Bluetooth-enabled smartphone or tablet. Because the signal is short, simple and usually unchanging, the beacons do not require connectivity, and often have battery lives that last months to years.
  31. Navigation and location are two of the main benefits associated with BLE beacons. Because they function indoors, BLE beacon technology provides users with precise indoor location and navigation, something lacking in many other technologies such as Wi-Fi or cell tower triangulation.
  32. Combined with wayfinding software, BLE beacon technology allows for accurate and detailed indoor navigation - something necessary for staff and patients. Proximity-based notifications are another benefit of BLE beacon technology. Because of their range, the beacons have the ability to trigger a message.
  33. The convergence of this variety of interactive technologies and the Internet of Things, the network of autonomous sensors and devices that connect machines, spaces and instrumentation to vast computing and analytical resources gives us experiential wayfinding.
  34. By equipping hospitals with the technology and methods for improved patient experience as well as approaches for more efficient staff communication and collaboration, overall hospital efficiency can be improved simultaneously.
  35. Jibestream's Enterprise Wayfinding Platform (EWP), NovoMap™ 2.0 has been designed to integrate with both internal hospital systems (patient information portals, scheduling systems, patient flow management systems etc.) and external systems (mapping services, virtual parking systems) to deliver a more comprehensive experience for patients – before they leave the comfort of their home.
  36. Jibestream is an award winning software company that helps Health Care Delivery Organizations (HDO) deliver exceptional patient experiences and efficiencies. Our Enterprise Wayfinding Software, NovoMap™ 2.0, leverages Location-Based Services (LBS) coupled with our Business Rules Engine to deliver contextual messages to patients and staff. With deployments across North America in both Federal and Commercial venues, Jibestream’s NovoMap solution is the most secure and scalable platform available to HDOs. Better healthcare through experiential wayfinding