IMPROVING THE PATIENT EXPERIENCE THROUGH MESSAGING & ANALYTICS

Over the last 6-years Northern Westchester Hospital (NWH) has worked to bring together communications technology, operational optimization, education, and analytics to create an environment of continuous improvement. Starting with a housewide expansion of Vocera in 2011, bolstered by the introduction of Connexall/Rauland nurse call integration in 2012, and reinforced by the updating of the Rauland nursecall platform, NWH has been working on many fronts to improve the patient experience. But even with a significant investment, it has been hard to understand impact and effectiveness.

As Director of Telecommunications, George Weldon and his small team are in the middle of a demanding organization, from both a technology and support standpoint. The communication technologies they manage are the an important conduit of critical details regarding the patient experience and hospital operations. Bolstered by ongoing analysis of inflows and outflows, George’s leadership is educating management about current state and supporting the organization as they explore improvements.

In this session, George will share 1) How analytics around messaging and alarms are being correlated with patient experience data to mold strategy and operations 2) the challenges faced by Telecommunications managers as they try to support organizational improvement 3) Do’s and Don’ts for utilizing messaging analytics.

George Weldon, Jr. LMHC, NCC, Director of Telecommunications, Northern Westchester Hospital