Jamf Blog
June 25, 2018 by Kerry Fortman

Investing in the patient experience with mobile devices

See why healthcare providers around the globe say mobile device initiatives help increase patient experience scores and provide better, more personalized care.

The healthcare landscape is changing.

Patients want more control and a better overall experience while admitted to the hospital. As healthcare shifts from fee-for-service to value-based care, providers are looking for new ways to enhance the patient experience across the entire continuum of care. With this shift in mindset, providers are looking for new ways to put their patients first by delivering more personalized care that drives better outcomes.

The way in which personalized care is delivered, monitored and even reimbursed is aligning with The Institute for Healthcare Improvement’s Triple-Aim initiative which focuses on the following:

  • Improving the patient experience of care (including quality and satisfaction);
  • Improving the health of populations; and
  • Reducing the per capita cost of health care.

HCAHPS and emphasis on patient experience

Via the Hospital Consumer Assessment of Healthcare Providers and Systems — HCAHPS — survey, healthcare organizations are evaluated based on a variety of aspects pertaining to that patient’s perspective of their care.

HCAHPS includes seven composite measures summarizing:

  1. How well nurses and doctors communicate with patients
  2. How responsive hospital staff are to patients’ needs
  3. How well hospital staff help patients manage pain
  4. How well the staff communicates with patients about new medicines
  5. Whether key information is provided at discharge
  6. How well patients understood the type of care they would need after leaving the hospital
  7. Cleanliness and quietness of patients’ rooms, and overall opinion of the hospital

Healthcare organizations are able to leverage their HCAHPS scores as part of their competitive strategy.

Reimbursement models and the patient experience

Value-based care has resulted in a shift in reimbursement models; weighing more heavily on the overall patient experience as a means of reimbursement from both private and public payers back to organizations. For example, the center for Medicare and Medicaid services places equal weight on the experience the patient has with safety, clinical care and efficiency, and cost reduction as part of incentive payments of their value-based purchasing program.

Current and future states of the patient experience

According to the Beryl Institute, only 26 percent of healthcare organizations believe they have well-established experience efforts, but 82 percent report experience as one of their top priorities.

Mobile device impact on patient experience

As patient experience is becoming a top initiative for the majority of healthcare organizations, where can they start? And what can provide a significant impact?

We recently surveyed 600 Healthcare IT decision makers to find out. And it turns out that mobile device initiatives are key. 90 percent of healthcare organizations surveyed are planning to implement a mobile device initiative or have already implemented a mobile device initiative within their organization. Additionally, the 10 percent not planning to implement a mobile device initiative still see the value of implementing one.

What was even more significant was that 96 percent of organizations that have implemented a mobile device initiative have seen increases in their patient experience scores, with 32 percent of those organization reporting dramatic increases.

To learn about the state of mobile devices within the healthcare industry, download our e-book for the complete survey results.

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Use Apple and Jamf to transform the patient bedside experience

The survey findings above show how mobility initiatives are a key part of a healthcare organization’s strategy to enhance the patient experience. However, if mobility in general can have such a large impact, which mobile platform is designed with the user experience in mind and which would best fit this initiative?

Apple’s iOS and tvOS platforms – the operating systems that power iPad, iPhone and Apple TV – are the answer. Not only do they provide a simple, secure experience for patients, but the platforms are designed with security and scalability in mind. With Apple devices, providers can deploy innovative apps that engage, educate and entertain patients in new ways, transforming the patient bedside experience as we know it today.

With that said, organizations with these mobility initiatives deployed still have concerns about user security and privacy, and lack confidence in the device management strategy they currently have in place. What does this mean for you? You need a dedicated management solution for Apple initiatives to achieve success. You need the right tool for the job at hand, rather than a management solution that is “good enough” for all use cases, but a master of none.

Jamf healthcare solutions

While Jamf’s mission is to “help organizations succeed with Apple,” our true purpose is to “empower people with technology that puts humans first.” It’s through this lens of user-empowerment and self-sufficiency that we’ve developed a unique workflow to deliver iPad and Apple TV to patients while admitted to the hospital.

Using Jamf Pro, healthcare organizations can provide an iPad and Apple TV to each patient as they are admitted — pre-loaded with the right set of apps and resources. These could include EMR apps that provide access to the patient’s medical record, daily schedule and care team; apps to educate patients about conditions, procedures and discharge instructions; and/or a myriad of apps for entertainment and communication with friends and family.

When a patient is discharged, the Jamf Healthcare Listener – our secure EMR integration to Jamf Pro – is leveraged to automatically send a remote command to the device. This process ensures that the iPad and Apple TV are “digitally sanitized,” and that no PHI or PII is left behind. With Jamf’s tight integration with Apple’s deployment services, the device will re-enroll into Jamf Pro to be re-configured for the next patient.

To learn more about how mobile devices can be used within healthcare to improve the experience for both patients and care teams, watch this on-demand webinar.

Ready to move your healthcare initiative forward?

Want to learn more about Jamf’s healthcare offering?

Kerry Fortman
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