When patients are more satisfied with their surroundings; the environment, the equipment, and the facilities—that all contributes to a positive patient experience. Healthcare organizations need to look beyond clinical care to the equipment and facilities that become part of the overall experience.
A positive patient environment experience tied with quality clinical care, demonstrates that the hospital is looking out for the patient’s best interest and comfort. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction surveys, distributed by the Centers for Medicare & Medicaid Services (CMS), asks a variety of questions to patients pertaining to their hospital stay, which can impact the financial reimbursement a hospital receives. Proactive management of hospital assets ensures equipment, devices and facilities are maintained according to standards, improving not only the hospital’s scoring, but more importantly, patient care and satisfaction.
Research on how the physical environment affects a patient’s experience dates back to the 1980s, with more than 600 studies having linked the hospital environment to factors such as patient satisfaction, stress, health outcomes and overall health care quality. These physical elements range from effects of architecture, interior design, furniture placement, art, lighting, to building materials, systems, and maintenance programs.
To support positive care experiences, proactive asset management through enterprise asset management (EAM) gives hospital leaders the assurance that patients are treated in environments that are conducive to healing. Patients need to be able to relax and rest in a comfortable, quiet space. At the same time, staff members need to attend to patient needs quickly and efficiently.
Catering to Care
One element of the HCAHPS survey looks at the care provided by staff. These scores can be influenced by factors out of staff’s control, but that can be tweaked through asset management. For example, if a hospital layout is inefficient and nurses have to spend a lot of time walking to get supplies before returning to a patient, a patient may rate their communication with nurses lower simply because the nurse doesn’t have as much time to spend at the bedside. An EAM system, however, can help hospital leaders determine if they need to reconfigure or redesign a wing or department to increase nurse efficiency and be more conducive to supporting a better patient experience.
Patient care can also be hindered by equipment that cannot be located quickly or that is not operating properly. When hospital staff members have assurance that the equipment is going to operate as designed and that it is fully functional, they are able to better direct their attention to the patient. Through an enterprise asset management program, hospitals can better analyze equipment needs, keeping regular maintenance checks before issues occur.
Enterprise asset management solutions are designed to automate the essentials to allow hospitals to focus on what matters: delivering quality care, better outcomes and higher patient satisfaction. Proactive management of assets can have a positive impact on the care patients receive.
To learn more about the benefits of Infor EAM, download the white paper “No More Squeaky Wheels: Using Enterprise Asset Management to Boost Patient Satisfaction.”
Brett Weiss is Vice President of Healthcare at Avaap. He has a track record of success working with healthcare organizations to implement Infor EAM, ERP and other strategic business applications.