Smart Rooms Improving the Delivery of Care

Northwell Health, a health care system based on the region in and around New York City, has implemented Smart TV and digital whiteboard solutions from eVideon called Vibe Health to create “smart rooms.” According to Juan A. Contreras, CPXP, Director, Patient Experience at North Shore University Hospital/Northwell Health, smart means not just capturing a lot of information, but using it to deliver better care. This video highlights insights about patient care and team coordination from Contreras and Joseph A. Narvaez, Assistant Vice President, for Business Intelligence, Office of Patient and Customer Experience at Northwell Health.

Contreras and Narvaez start by explaining that Northwell has developed these digital systems with input from patients, caregivers and staff, the “voice of the customer.” In addition to CMS’s routine HCAHPS survey, the hospitals and clinics encourage patients to fill out more detailed surveys on the technology, and collect information through conversations. They even use NLP to turn up areas that deliver a good experience or cause friction.

Narvaez claims that digital technologies like Vibe Health can be designed to be empathetic to the user. In doing so, they save time and money while producing a better experience. For instance, Narvaez referred to the old-fashioned method of ordering meals by having a staff person go room to room as a “non-value-added activity.” It’s often hard to find the patient, who will be out of the room at times. If the patient can order the meal online, their experience is improved and staff time is released for more important things.

Some plans for the future include using RTLS to inform the patient of who is entering the room and to change the digital whiteboard to show information unique to that person. Northwell also wants to use generative AI to translate documents and screens, and to create audio or video educational information. Personalized information on a patient can be built over repeated visits and shared with other hospitals and clinics within the system.

Check out our video interview with Narvaez and Contreras from Northwell Health on their experience with the Vibe Health platform by eVideon.

Learn more about Northwell Health: https://www.northwell.edu/

Learn more about eVideon: https://www.evideon.com/

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