New Study Shows Digital Patient Routing Increases Patient Engagement Scores

Study of Over 70,000 Patients Illustrates Transformative Effects of CipherHealth Rounding Solutions on Patient Experience

NEW YORK, November 2, 2022 /PRNewswire/ — CipherHealtha leader and innovator in patient-centric communications, engagement, and insights for major healthcare systems nationwide, today announced the results of a new study that draws clear lines between the CipherRounds solution of CipherHealth and the increase in critical scores in the Hospital Consumer Rating of Healthcare Providers and Systems Surveys (HCAHPS).

CipherHealth Logo (PRNewsFoto/CipherHealth)

The study, which relied on the HCAHPS scores of 70,600 patients over 36 months, found that patients who were rounded using CipherHealth reported higher patient experience scores related to communication than those who did not receive a turn. Across all health systems assessed, an impressive 85.7% saw increases in two or more HCAHPS domains.

The study quantified percentages of HCAHPS top box responses, a term given to the best possible response on HCAHPS surveys. Not only did the use of CipherRounds result in higher scores in areas such as hospital staff response, medication communication, and discharge information; higher roundup script completion rates were associated with even larger increases in many of the same key areas.

HCAHPS scores are essential metrics for hospitals and healthcare systems. Not only do they give voice to the patient and are a key part of a hospital’s reputation, but they also affect government reimbursement for services.

“This study provides positive validation of the important role that digital rounding plays in the patient experience ecosystem,” said CipherHealth, vice president of analytics solutions, Jeff Fuller. “Given the dramatic effects we are seeing on HCAHPS scores – seven percent jumps in some cases – it is also clear that targeted rounding is no longer a good thing to have. patient engagement that can have a direct downstream impact on scores, reimbursement, and the bottom line.”

Good communication and education are essential in inpatient healthcare environments, and rounding is an invaluable tool. Traditional rounding, however, uses manual processes that can lead to inconsistent documentation and experience. Targeted digital rounding not only ensures consistent processes, but enables real-time action and coordination after receiving patient feedback, fueling better experiences, better data and analytics, and more informed operational decisions.

Study results

The study found that patients who received at least one CipherRound during their inpatient stay had higher scores in 3 HCAHPS measures: hospital staff response, medication communication, and discharge information. The area with the greatest increase was hospital staff response with a difference of 3.5 percentage points.

HCAHPS measurements

Did not have
Cipherround

Had at least 1
Cipherround

percentage point
Difference

Response from hospital staff

48.9%

52.4%

3.5
(p

Medicine Communication

51.0%

53.2%

2.2
(p

Nursing communication

77.8%

77.3%

0.5
(p=0.003)

Release Information

86.0%

86.5%

0.5
(p=0.002)

As the survey completion rate increased, the scores at the top of the box also increased. Patients who received at least one round and completed 50% or more of the round script had higher scores in four HCAHPS measures: hospital staff response, medical communication, nursing communication, and discharge information. The area with the greatest increase was again hospital staff response with a difference of 7.1 percentage points.

HCAHPS measurements

Did not have
Cipherround

Had at least 1
CipherRound + Average
Script completion > 50%

percentage point
Difference

Response from hospital staff

48.9%

56.0%

7.1
(p

Medicine Communication

51.0%

57.2%

6.2
(p

Nursing communication

77.8%

78.2%

0.4
(p=0.0008)

Release Information

86.0%

86.3%

0.3
(p=0.002)

To learn more about the study, Click here.

About CipherHealth

CipherHealth is an award-winning digital patient engagement company committed to improving communication and coordination across the continuum of care. Since 2009, CipherHealth has helped define the category of patient engagement, providing breakthrough tools and superior services to help healthcare systems deliver quality patient-centered care that improves clinical outcomes, Drive operational efficiencies and create lasting financial value with a comprehensive suite of communications solutions. . CipherHealth’s automated and scalable platform empowers healthcare organizations to drive meaningful conversations between patients, caregivers, and caregivers in any care setting, reaching new standards for patient care and accelerating the digital transformation of the industry.

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SOURCECipherHealth