Upstate University Hospital Reimagines Physician-Patient Experience with Vocera Solution

Thursday, Nov 08, 2018

Vocera Communications, Inc., a recognized leader in clinical communication and workflow solutions, today announced that physicians at Upstate University Hospital in New York identified a unique way to improve communication and patient experience using real-time feedback captured with the Vocera Rounds solution.

“Solid communication and trust between physicians and patients enhances the patient experience, increases medication compliance, reduces readmission rates and improves clinical outcomes,” said Amit Dhamoon, MD, PhD, internist at Upstate University Hospital and associate professor of medicine at SUNY Upstate Medical University. “The Vocera Rounds solution is helping our residents and attending physicians have meaningful conversations with patients and their families, which helps improve engagement, education and understanding.”

Focused on improving physician communication and patient experience, Dr. Dhamoon and team use the Vocera Rounds solution to collect data about hospitalists’ behaviors during patient interactions and provide real-time feedback. The digital assessment is customized using Vocera Rounds, a mobile application that enables clinicians to customize patient-centric questions, easily capture answers and observations, and track trends per clinician and department.

Clinicians and quality leaders at Upstate University Hospital worked closely with the care experience team at Vocera to design questions that address core communication tenets for physicians to follow. During a hospitalist-patient interaction, a medical resident observes the physician’s behaviors and captures observations in the app using an iPad. Residents and physicians also use the app to conduct a brief patient survey after the encounter.

“The power of this professional teaching program is the combination of immediate feedback from patients and colleagues,” said Dr. Dhamoon, who is studying the effectiveness of this training approach and its impact on patient satisfaction measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys.



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