This 30-second, daily e-survey is an innovative way to close inpatient service gaps.

LA GRANGE, IL, April 30, 2019 /24-7PressRelease/ — SmartConcern is a simple, effective, and affordable tool that optimizes the efficiency of nurse leaders rounding on inpatients. Daily leader rounding on hospitalized patients is a challenging undertaking though proven to improve the patient experience by addressing patient concerns.

SmartConcern allows hospitalized patients to share issues with unit leaders at the time they are happening in order to facilitate prompt resolution. Each morning, patients receive a text message (or email) invitation to an e-survey, which provides a simple means of speaking up about any type of problem (e.g., dietary, housekeeping, facility, noise, staff interaction, or medical concern). The appropriate service line leader is instantly notified and so has the opportunity to immediately close service gaps.

“We make it very easy for patients to speak up.” said Tom Scaletta, MD, CPXP, President of SmartER. “SmartConcern is driven by a simple EMR extract and is fully customizable. Patients (or family members) may use a smartphone, tablet, or laptop from their hospital room to report a bothersome event. This kind of communication is appreciated by both staff and patients since quick, convenient, and non-confrontational.”

When an issue is reported, the appropriate service line manager is immediately alerted. According to Julie Danker, LCSW, CPXP, SmartER’s Chief Experience Officer, “Being served a cold meal can really put off a patient. As soon as that event is reported, dietary can make the situation right. Something as simple as delivering an apology along with a warm bowl of soup lets your patient know you care and will significantly improve your HCAHPS scores.”

SmartConcern allows nurse leaders to focus on unit issues such as inattention to call buttons or uncompassionate staff. Rounding becomes more precise and meaningful. Further, monthly reports drive incremental improvement across the care continuum.

In an era of consumerism and value-based reimbursement, SmartConcern offers a significant advantage in elevating the patient experience.

SmartER is a technology company with a platform of solutions that automate patient-provider communication.


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