THE PATIENT EXPERIENCE

Bringing Convenient Care to the Residents of South Jersey

First, we expanded our community’s access to high-quality care with the introduction of In 2022, Inspira Health made significant progress toward our vision of a reimagined patient experience. I am excited to share highlights of the enhancements that are already benefiting the patients we serve.

We delivered the following in 2022:

Collaboration: The first step on our journey was to listen and partner. The Inspira team gained energy and ideas by engaging with our patients and families to better understand their needs.

Better communication in the emergency department (ED): In the first full year of our Communication Liaison Program in our EDs, we have seen tremendous success. A team of two nurses round on patients to ensure effective communication between patients, families and the care team. Between 2020 and 2022, the patient experience score jumped from 34th percentile to 77th percentile network-wide

A more seamless discharge: Our new discharge lounges at Mullica Hill and Vineland mark more patient-centric improvements. They provide comfortable and relaxing settings for patients to receive their discharge and medication instructions and review their care plan, ensuring a smooth transition to home. The lounges have proved to be a huge satisfier.

Bereavement resources: Our Patient and Family Advisory Councils let us know there were inadequate bereavement resources for our patients’ loved ones, so with input from our councils, we organized and enhanced bereavement resource packets.

Continuous feedback: The councils also supported our move to text message patient satisfaction surveys and helped develop the messaging that asks and encourages patients to complete the survey.

Going digital while maintaining the human touch: Inspira has reaffirmed our commitment to being a patient-centered organization by creating a digital-first environment. Now, we’re able to use technology to meet people where they are, with resources like telemedicine appointments for primary care, urgent care and mental health needs, as well as the MyInspira app.

None of this would be possible without the extraordinary Inspira workforce, who come to work each and every day to provide a safe and compassionate patient experience that improves the health and well-being of the communities we serve. It is a privilege for me to work beside them.

Warren E. Moore, F.A.C.H.E. Executive Vice President and COO, Inspira Health