Quick Summary

UCHealth Yampa Valley Medical Center has successfully implemented AI-driven process improvements aimed at enhancing the patient experience before and after surgery. This initiative has resulted in a remarkable 100% patient satisfaction score.

Key Challenges Identified

• Many patients experience anxiety and fear regarding their surgical readiness, which can affect their overall experience.
• A recent study indicated that over 11% of individuals had undergone surgery in the past year, highlighting the frequency of surgical encounters.
• Feedback from patients and caregivers revealed a need for better support and communication throughout the surgical process.

Strategic Focus on Patient Experience

Anita H. Becker, DNP, RN, Chief Nursing Officer at UCHealth, emphasized the importance of addressing psychological readiness for surgery. The hospital aimed to improve patient experiences by focusing on emotional support rather than just operational efficiency.

Implementation of AI Tools

• Collaboration with Chris Whelchel, CEO of HealthTok, introduced AI tools to analyze patient feedback and identify key themes.
• AI technology facilitated the collection of data, capturing not only the content of discussions but also the emotional tone, leading to more informed decision-making.
• Initial biases towards traditional solutions were set aside, allowing the team to focus on what patients truly needed for better surgical preparation.

Focus Group Insights

Focus group discussions revealed two significant themes:

• Increased involvement of caregivers in pre- and post-operative care.
• Concerns regarding pet care during the surgical period, which had not been previously considered.

Results Achieved

Following the implementation of new workflows and AI tools, UCHealth reported a 100% patient satisfaction score in the first quarter. Key changes included:

• New communication protocols to enhance patient interactions.
• Improved utilization of existing electronic health record (EHR) tools.
• Significant workflow changes across peri-operative departments based on patient feedback.

Advice for Healthcare Organizations

Becker shared important considerations for organizations looking to integrate AI:

• Select experts with healthcare experience to navigate regulatory and privacy complexities.
• Clearly define project goals and ensure data quality.
• Prioritize patient trust and experience by keeping participants informed about data usage.

Conclusion

By adopting a patient-centered approach and leveraging AI responsibly, healthcare organizations can enhance operational efficiency and improve patient experiences. This initiative at UCHealth serves as a model for others aiming to integrate technology into patient care.

Sources

• AI-powered process improvement shows big patient experience ROI | Healthcare IT News
• How AI is set to transform patient outcomes and surgical practices | News Medical