Improving the Patient Experience

Rising above the challenges of the pandemic and exceeding expectations into the future

As many celebrated the countdown to a new year at the end of 2019, few could have imagined what 2020 would actually bring. The fear, uncertainty, and tragedy that would strike only a few short months later were unexpected. How long it would last and what else might happen was unknown. Enduring a pandemic was unprecedented for many in this lifetime.

As 2021 began, Arkansas continued to experience high volumes of COVID-19 patients as the region experienced ongoing surges. Baptist Health managed increased numbers of patients and acuity throughout the system with little relief. In addition, the nation experienced the “great resignation” with millions of employees leaving their jobs or the workforce altogether. Arkansas felt that impact even as the demand for a strong workforce continued to increase.

Despite the many challenges that Baptist Health has faced over the past three years, the focus has remained on taking care of the patients and also employees. During times of uncertainty, the health care system looked for opportunities to stabilize the workforce, provide support and reassurance to employees, and stay focused on the mission of Baptist Health.

Throughout the pandemic, countless stories were shared that highlighted the exceptional, lifesaving care provided by the physicians and employees of Baptist Health. Numerous other stories were told of ways that Baptist Health sought to connect patients with their loved ones amidst the difficulties of isolation, shortages of personal protective equipment, and visitation restriction.

The use of bedside tablets with audio/visual abilities, leadership rounding on patients, phone calls, and Amazon Echos to drop in and see a patient are just a few examples of creative methods used to overcome the challenges.

The patient experience has always been a top priority for Baptist Health. Providing evidencedbased quality care is only half of the equation; providing that same care with Christian compassion and personal concern completes it. As an organization, Baptist Health has continued to invest in ways to elevate the patient experience. Below are just a few examples:

„ Nobl leader rounding software allows a leader to round on patients during their hospitalization to ask focused questions around their stay, identify service recovery opportunities, and recognize employees and physicians.

„ MyChart Bedside tablets are activated for every patient hospitalized and provides immediate access to their treatment plan, allows for realtime information and requests, and allows patients to electronically sign consents or review education.

„ Caregility in every patient room, either by mounted monitor or by tablet, allows providers to drop in on a patient to assess or discuss the plan of care and allows patients to connect with loved ones.

Looking forward to 2023, Baptist Health has continued to identify ways to improve the patient experience.

First, training for all current employees and incoming new hires will include education and expectations on how to create meaningful connections with their patients.

Second, establishing a System Patient Experience Council with frontline employees and leaders will be key to obtain feedback and roll out new initiatives.

Lastly, utilizing the Nobl software to capture one-on-one discussions with employees to hear their ideas and feedback will help to drive patientoriented solutions to identified challenges.

Free & Easy-to-Use Service for Our Patients

• Take the guessing out of when you’ll receive medications, have vital signs taken, or labs drawn.

• Learn more about your diagnoses, medications, and procedures with educational information at your fingertips.

• Review lab and test results, as well as view vital sign trends.

• Break boredom and stress with games, music, and social media sites accessed from the comfort of your bed.

• Never forget your careteam’s names or faces with handy photos and brief bios of each one of them.

To get started using this helpful tool, ask your caregiver for a MyChart Bedside tablet.

Baptist Health employees deliver on our promise to patients and communities to deliver the highest quality of care in Arkansas. Here are a few initiatives from the past year in which Baptist Health is delivering on its promise to employees to be the best health care employer in Arkansas.