Connect. Educate. Entertain. CASE STUDY

Elmhurst Hospital Center Interactive Patient Education System Saves Lives, Boosts Patient Satisfaction at Elmhurst Hospital Center

Patients at Elmhurst Hospital Center play a more pivotal part in their health, wellness, and recovery through the scrolling 24/7,” said Limperopolous. patients can also view all topics, including hospital’s interactive patient education system. special mental health videos, in the common Track Record of Success areas in the behavioral health units. Patients often feel as if they have little control when in the hospital. However, patients at Located in Queens, NY, Elmhurst Hospital Cen- Personal Touch Elmhurst Hospital Center play a more pivotal ter has a track record of more than a decade part in their health, wellness and recovery of success partnering with Raleigh, NC-based In order to aid in patient retention, Limper- with the click of a remote control, through the TeleHealth Services to improve its patient ed- opolous’ special projects unit, along with hospital’s interactive patient education system. ucation initiatives. Prior to implementing Tigr, the quality management, nursing and safety Offering on-demand patient education content nurses distributed educational pamphlets and departments, developed a 9-minute patient provided by TeleHealth Services’ Tigr® system, showed educational videos via rolling TV/VCR orientation video for new patients. At admis- in four different languages, Elmhurst’s use of carts to groups of patients in waiting areas and sion, a staff member from the patient relations this system places them on the cutting-edge lounges. When Elmhurst launched their first department informs each patient about the of patient education delivery. Dimitra Limp- Tigr hospital-wide, Limperopolous took “the Tigr educational videos and orders the patient erpolous, Director, Special Projects Unit and show on the road,” educating all administrative orientation video in one of four different champion user of TeleHealth’s interactive pa- and nursing staff on the full capabilities of the languages. tient education system, credits the information system. The patient relations department is the great- patients have obtained through these videos est user of the Tigr system, orienting almost in saving lives. Not surprising for a hospital with Magnet 63,000 hospital visitors a year at Elmhurst, accreditation—the gold standard of nursing with medical/surgical close behind. Staff in the The educational videos shown at Elmhurst, excellence—executive leadership, including OB/GYN unit employ breast feeding videos in a 545-bed member hospital of the New York the chief nursing officer, helped champion group sessions and on rounds, and also use City Health and Hospitals Corporation (HHC), the system. “Our leadership found the system videos to teach new mothers vital cardiopul- are one of the many services provided by the to be essential for our patients and helped monary resuscitation (CPR) for newborns. Tigr system. The on-demand patient and staff promote it to the clinicians, which is absolutely interactive education system was implement- necessary for a program to be fully adopted Prior to the Tigr system implementation, the ed to provide consistent education to diverse and successful,” Limperopolous said. OB/GYN nurses had only one copy of the populations, aid in Joint Commission accred- Infant CPR video, so there was a high proba- itation, and provide clinical efficiencies for Today, bedside healthcare TVs in all patient bility that expectant and new mothers might clinical staff. The streamlined processes also rooms provide customized education plans via not be able to view the video during their played a role in the hospital’s Magnet designa- the Tigr system. Patients have access to more stay. Having the Infant CPR video on-demand tion. In addition to utilizing patient education than 400 free educational videos, and nurses allowed the nurses to play the video at the videos from TeleHealth, Elmhurst’s staff also prescribe curricula for patients to watch at the patient’s bedside at any time during their stay use the marquee feature of Tigr. Eye-catching optimal teaching moment to increase their and track viewership with a robust selection flat panel TVs in all elevator banks in the main comprehension and knowledge about their of online reporting. Two mothers were able to building and at the information desks display current condition and recovery. The 10-15 min- save the lives of their children due to the skills general information and promote activities ute videos cover the gamut from pain manage- they learned from watching the videos. “Both to help drive the hospital’s brand. “It’s like a ment to living with diabetes, congestive heart mothers brought their babies into our Emer- digital signage solution, but on a TV system failure, cancer and stroke. Behavioral health gency Department for further evaluation after

4191 Fayetteville Rd. [email protected] T 877 432 9076 Raleigh, NC 27603 www.telehealth.com CASE STUDY: ELMHURST HOSPITAL CENTER performing CPR to their babies,” said Limpero- also conducted site visits to view the system polous. “The head nurse of OB/GYN was then at Elmhurst because “they‘ve heard how much contacted by our Emergency Department and we use and love it,” she said. both mothers expressed how they were able to perform CPR on their infants because of the On the Horizon education video they were shown while they were in-patients at our hospital.” Elmhurst staff is looking forward to wringing even more success out of the Tigr system, up- Queens is one of the most ethnically diverse grading to the newly released version and re- communities in the world, with English, placing bulky 13-inch TVs in patient rooms with larger and sleeker flat-screen TVs. Staff are Spanish, Bengali and Chinese being the most “Both mothers brought their babies into our Emergency common languages spoken at Elmhurst. “It’s Dept for further evaluation after performing CPR to their continuously learning more about the exam challenging to deliver all of the knowledge that babies” functionality of the system to test patients’ we want to give them,” said Limperopolous. Dimitra Limperpolous -- Director, Special Projects Unit comprehension of the educational videos. “By providing videos in all of the languages we Leadership anticipates adding more languag- see on a daily basis at the hospital, we’re bet- experience. “We love the fact that the system es to accommodate the hospital’s diverse ter positioned to educate our patients and give gives us real-time responses, and our patients patient population. them the tools they need for a quick recovery, love it because they feel as though we’re truly regardless of the language they speak.” Voice- listening to them-because we are,” Limperopo- Currently Tigr interfaces with Elmhurst’s Unity overs are done for languages that are partic- lous said. “It makes a big difference in both the automated registration system. When admis- ularly difficult to obtain. This greatly increases patient’s experience and the clinician’s growth sions staff registers patients in the system and the health literacy of their ethnic populations. as a care giving professional.” assigns them to specific beds, the information Staff videos and PowerPoint presentations goes directly to the Tigr system to streamline Superior Results also can be uploaded and added to the library, the whole process. Further automation and in- increasing the content available, and providing tegration with the hospital’s EMR are planned, The Tigr system continues to produce intricate details for conditions. adding an additional automation component. excellent results at Elmhurst Hospital Center “If you really value your patients, their care produce excellent results at Elmhurst Hospital A 12-question patient comprehension ques- and providing health information to them, you Center. Patient education through video usage tionnaire is distributed via the TIGR system should invest in a system that gives them the increased 93 percent since the introduction directly following the videos. If patients answer bedside ability to do it for themselves,” Limper- of the Tigr system. Patient satisfaction levels incorrectly, the clinical staff can make sure to opolous said. “At Elmhurst, we are committed have increased by double digits year after follow up with the patient and reinforce any to providing our patients and their families with year. HCAHPS scores on “Patient’s Likelihood points. This allows the clinical staff to focus all the resources possible to learn about their to Recommend the Hospital” increased 27 their resources on clinical tasks, saving valu- healthcare. That’s why we offer Tigr.” percent in less than 18 months after the inpa- able time and driving healthcare costs down. tient TIGR satisfaction survey was introduced. Elmhurst HCAHPS Top Box Scores HCAHPS scores on “Nurses Listening Careful- Aside from boosting patient education, ly to Patients” increased 15 percent in only 8 Elmhurst staff uses the system to improve 70% months after the Tigr survey notification tool patient satisfaction and HCAHPS (Hospital was first employed. 60% Consumer Assessment of Healthcare Provid- 50% ers and Systems) scores. Elmhurst employs “As far as I know, there is no other company patient satisfaction surveys to aid in proactive 40% like TeleHealth that offers so many services,” satisfaction initiatives. If the patient answers Limperopolous said. “Tigr is so easy to use 30% “below satisfactory” on a question, the system and you can access it from anywhere in the 20% notifies—by multiple methods—nursing, the hospital.” Elmhurst is leading the way among proper department, the Patient Relations De- 10% its sister HHC hospitals in utilizing the Tigr Before Tigr After Tigr partment, Limperopolous, and even the Chief solution. Limperopolous has done presen- Operating Officer, allowing them to deal with Patients who reported YES, they would tations for staff at other hospitals across definitely recommend the hospital the issue immediately. This automated service the country on the benefits of an interactive recovery helps ensure a positive patient Patients who reported that their nurses education system. Other facility’s staff have “Always” communicated well

4191 Fayetteville Rd. [email protected] T 877 432 9076 Raleigh, NC 27603 www.telehealth.com