Abstract:
Systems, modules, and methods set forth herein may allow patient satisfaction to be improved. One system for improving patient satisfaction includes computer readable media, an output device, a processor in data communication with the computer readable media and the output device, and electronic instructions that, when executed by the processor, perform steps for: (a) automatically storing event data from a plurality of electronic devices in the computer readable media; (b) storing perception data obtained from a plurality of patients in the computer readable media; (c) accessing the event data; (d) accessing the perception data; (e) determining at least one correlation between the event data and the perception data; (f) determining at least one proposal to improve patient satisfaction based on the at least one correlation; and (g) actuating the output device to convey the at least one proposal to improve patient satisfaction.

Description:
RELATED APPLICATIONS 
     This application is a continuation of U.S. patent application Ser. No. 13/795,501, filed Mar. 12, 2013, which claims priority to provisional application Ser. No. 61/772,283 filed Mar. 4, 2013, the disclosures of which are incorporated herein in their entireties by reference. 
    
    
     BACKGROUND 
     To date, advances in medicine and healthcare have not directly translated to improvements in patient satisfaction about the care that they have received. Even when a medical outcome is positive, patients may view the care unfavorably if their experience receiving the care failed to meet their expectations. Systems, modules, and methods set forth herein may allow patient satisfaction to be improved. 
     SUMMARY 
     The following presents a simplified summary of the invention in order to provide a basic understanding of some aspects of the invention. This summary is not an extensive overview of the invention. It is not intended to identify critical elements of the invention or to delineate the scope of the invention. Its sole purpose is to present some concepts of the invention in a simplified form as a prelude to the more detailed description that is presented elsewhere. 
     In one embodiment, a system for improving patient satisfaction includes computer readable media, at least one output device, at least one processor in data communication with the computer readable media and the at least one output device, and electronic instructions that, when executed by the at least one processor, perform steps for: (a) automatically storing event data from a plurality of electronic devices in the computer readable media; (b) storing perception data obtained from a plurality of patients in the computer readable media; (c) accessing the event data; (d) accessing the perception data; (e) determining at least one correlation between the event data and the perception data; (f) determining at least one proposal to improve patient satisfaction based on the at least one correlation; and (g) actuating the at least one output device to convey the at least one proposal to improve patient satisfaction. 
     In another embodiment, a system for improving patient satisfaction includes computer readable media, at least one output device, at least one processor in data communication with the computer readable media and the at least one output device, and electronic instructions that, when executed by the at least one processor, perform steps for: (a) automatically storing event data from a plurality of electronic devices in the computer readable media, the plurality of electronic devices being at multiple locations, the event data being associated with the locations to maintain a record of origin for the event data; (b) storing perception data obtained from a plurality of patients in the computer readable media, the plurality of patients being at the multiple locations, the perception data being associated with the locations to maintain a record of origin for the perception data; (c) accessing the event data; (d) accessing the perception data; (e) determining at least one correlation at a location level between the event data and the perception data; (f) determining at least one correlation at a multi-location level between the event data and the perception data; (g) determining at least one proposal to improve patient satisfaction based on the at least one correlation at the location level; (h) determining at least one proposal to improve patient satisfaction based on the at least one correlation at the multi-location level; (i) actuating the at least one output device to convey the at least one proposal to improve patient satisfaction based on the at least one correlation at the location level; and (j) actuating the at least one output device to convey the at least one proposal to improve patient satisfaction based on the at least one correlation at the multi-location level. 
     In still another embodiment, a module is provided for use in a system to improve patient satisfaction. The module includes instructions stored on computer readable media that, when executed by at least one processor, perform steps for: (a) accessing event data stored in computer readable media, the event data being automatically input for storage from a plurality of electronic devices; (b) accessing perception data stored in computer readable media, the perception data being obtained from a plurality of patients; (c) determining correlations between the event data and the perception data; (d) determining at least one proposal to improve patient satisfaction based on the correlations; and (e) actuating at least one output device to convey the at least one proposal to improve patient satisfaction. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  shows a schematic overview of a system according to one embodiment of the current invention, in use at a single location. 
         FIG. 2  shows a schematic overview of the system of  FIG. 1 , in use at multiple locations. 
         FIG. 3  shows a more detailed view of the system of  FIG. 1 . 
         FIG. 4  shows a more detailed view of the proposal of  FIG. 3 . 
         FIG. 5  shows an exemplary set of steps performed by the system of  FIG. 1 . 
     
    
    
     DETAILED DESCRIPTION 
       FIG. 1  shows a schematic overview of a system  1000  for improving patient satisfaction according to an embodiment of the current invention, in use at a single location. In broad terms, the system  1000  includes a server  1100 , multiple event data input devices  1200  (distinguished in  FIG. 1  as  1200 ,  1200 ′,  1200 ″, etc.), at least one perception data input device  1300 , at least one output device  1400 , and at least one input device  1500 . Those skilled in the art will appreciate that various elements discussed herein may be separated into multiple elements or portions (residing at either the same place, or at different places), or may adversely be combined into fewer elements and portions. For example, the server  1100  may in use be either one server or multiple servers in communication with one another. Or the output device  1400  and the input device  1500  may either be separate devices (the output device  1400  may be a printer, a monitor, etc., while the input device  1500  may be a keyboard, a computer mouse, a touch pad, etc.) or combined into a single device (e.g., a touchscreen). Such integration and separation is insignificant unless otherwise set forth herein or as would be apparent to one of ordinary skill in the art. 
       FIG. 2  shows the system  1000  in use at multiple locations. Specifically, additional event data input devices  1200  (distinguished in  FIG. 2  by the suffix “a”:  1200   a ,  1200   a ′,  1200   a ″) and an additional perception data input device  1300  (also distinguished in  FIG. 2  by the suffix “a”:  1300   a ) are shown. The term “location” is used herein broadly, and may be considered (for example) a patient room; a particular hall, floor, or unit within a medical facility; an entire medical facility; medical facilities within a geographic area; or similar medical units (cardiology, oncology, etc.) within a geographic area. In contrast, the term “location level” is used to refer to locations within a single medical facility, while the term “multi-location level” is used to refer to locations that are not housed within a single medical facility (e.g., medical facilities within a geographic area, or similar medical units within a geographic area). A time component or unique patient identifiers may additionally be utilized within the terms “location”, “location level”, and “multi-location level”, such that (for example) data associated with patient room(s) at a particular time—and thus particular patients—may be analyzed. 
     Turning now to  FIG. 3 , elements of the system  1000  are shown in greater detail. The server  1100  includes a processor  1110  in data communication with computer memory  1120  and a communication device  1130 . As discussed above, the processor  1110 , the computer memory  1120 , and the communication device  1130  may in some embodiments be separated into multiple elements and optionally dispersed. 
     The computer memory  1120  may include volatile and nonvolatile memory, and any appropriate data storage devices whether now existing or later developed may be used. The computer memory  1120  may store a software file  1121 , event data  1122 , perception data  1124 , and proposal  1127 , each of which is discussed further below. In addition, location data  1122   a  may be associated with the event data  1122  to maintain a record of origin for the event data (i.e., where the event data  1122  came from, and what location should be associated with the event data  1122 ), and location data  1124   a  may similarly be associated with the perception data  1124  to maintain a record of origin for the perception data. 
     The communication device  1130  may be any device, whether now known or later developed, that allows the processor  1110  to communicate with the event data input devices  1200 , the perception data input devices  1300 , the output devices  1400 , and the input devices  1500 . For example, the communication device  1130  may be a modem and/or a port for providing wired access to the processor  1110 . 
     Moving on, the event data input devices  1200  may be any device that obtains event data  1122  and interacts automatically with the server  1100  to store the event data  1122  in the computer memory  1120  (either by pushing the event data  1122  to the server  1100 , or by the server  1100  pulling the event data  1122  from the event data input devices  1200 ). Event data  1122  is data relating to a patient, the patient&#39;s care, or the patient&#39;s location, and may include data regarding: a patient&#39;s vital signs, activation of a nurse call light, operation a ventilator device, operation of an IV pump, injuries sustained in the medical facility (e.g., due to falls), the patient&#39;s medical condition, temperature of the patient&#39;s location (e.g., temperature in a patient&#39;s room), staffing levels at the patient&#39;s location, the presence of nursing staff, et cetera. Example event data input devices  1200  include interactive beds, telemetry systems, ventilator systems, IV pumps, electronic medical record systems, thermometers, nurse call light systems, and RTLS/RFID locating systems. In some embodiments, the location data  1122   a  is input to the computer memory  1120  from the event data input devices  1200 , while in other embodiments the location data  1122   a  is added to the computer memory  1120  by the server  1100 . 
     The perception data input devices  1300  may be any device that obtains perception data  1124  and allows the perception data  1124  to be stored in the computer memory  1120 . Perception data  1124  is data relating to how patients perceive the care that they have been given. Example perception data input devices  1300  include computer systems through which the patients may respond to surveys about their care and computer systems that digitize non-electronic (e.g., paper or telephone) survey responses. In some embodiments, the location data  1124   a  is input to the computer memory  1120  from the perception data input devices  1300 , while in other embodiments the location data  1124   a  is added to the computer memory  1120  by the server  1100 . 
     The output device  1400  and the input device  1500  may be any appropriate devices, whether now existing or later developed, for providing data to and presenting data from the processor  1105 . As noted above, this may include (for example) a printer, a monitor, a keyboard, a computer mouse, a touch pad, and a touchscreen. The output and input devices  1400 ,  1500  are shown to respectively have communication devices  1430 ,  1530  for communicating with the communication device  1130 . 
     Still referring to  FIG. 3 , the software file  1121  (shown in the server  1100 ) includes computer instructions for operating the system  1000 . In some embodiments, the software file  1121  may be dispersed or duplicated (e.g., in the input devices  1200 ,  1300 ). The following description, which references  FIGS. 4 and 5 , is an example of a process  500  performed by the system  1000  operating in accordance with the software file  1121 . Those skilled in the art will appreciate that various described steps may be performed in alternate orders, combined together, or broken into additional steps. 
     At step  502  ( FIG. 5 ), the event data  1122  is obtained from the event data input devices  1200  and stored in the computer memory  1120 . This preferably occurs by the event data input devices  1200  automatically pushing the event data  1122  to the server  1100 , or by the server  1100  automatically pulling the event data  1122  from the event data input devices  1200 . However, user intervention may be required to provide at least some of the event data  1122  to the server  1100  (e.g., through entering a “send” or “retrieve” command in the devices  1200  or the server  1100 ). The location data  1122   a  may be input to the computer memory  1120  from the event data input devices  1200  along with other event data  1122 , or the location data  1122   a  may be added to the computer memory  1120  by the server  1100 . The process continues to step  504 . 
     At step  504 , the perception data  1124  is obtained from the perception data input devices  1300  and stored in the computer memory  1120 . The perception data input devices  1300  may automatically push the perception data  1124  to the server  1100 , the server  1100  may automatically pull the perception data  1124  from the perception data input devices  1300 , or user intervention (e.g., entering a “send” or “retrieve” command) may cause the perception data  1124  to reach the server  1100 . The location data  1124   a  may be input to the computer memory  1120  from the perception data input devices  1300  along with other perception data  1124 , or the location data  1124   a  may be added to the computer memory  1120  by the server  1100 . The process continues to step  506 . 
     At step  506 , the processor  1110  accesses the event data  1122  and the perception data  1124  and determines at least one correlation between the event data  1122  and the perception data  1124 . From step  506 , the process continues to step  508 . 
     At step  508 , the processor  1110  determines at least one proposal  1127  to improve patient satisfaction based on the at least one correlation. As illustrated in  FIG. 4 , multiple proposals  1127  (labeled  1127   a ,  1127   b ,  1127   c ) may be determined. It may be particularly desirable for the proposal(s)  1127  to have an intended effect of improving patient satisfaction in a sufficient amount to meet a predetermined benchmark. In some embodiments, at least one proposal  1127  (e.g., proposal  1127   a ) is directed to increasing responsiveness (or in other words, increasing services) while at least one other proposal  1127  (e.g., proposal  1127   b ) is directed to decreasing responsiveness (or in other words, decreasing services). In such embodiments, the proposals  1127  may be determined in a manner intended to have an overall effect of improving patient satisfaction. In some embodiments, the processor  1110  may interact with a pricing or cost module (e.g., a database associating estimated costs with specific actions) to estimate increases/decreases in cost associated with taking various actions, and this data may be considered when determining the proposal(s)  1127  so that a net increase in cost associated with the proposal(s) is minimized or eliminated. 
     Particularly when the system  1000  is used at multiple facilities, correlations between the event data  1122  and the perception data  1124  may be determined at both a location level and a multi-location level in step  506 . At step  508 , then, proposal(s)  1127  may be made at both the location level and the multi-location level to improve patient satisfaction. 
     The process continues from step  508  to step  510 , where the processor  1110  actuates the at least one output device  1400  to convey the proposal(s)  1127  to a user. From step  510 , the process continues to step  512 . 
     At step  512 , the processor  1110  receives user input containing proposed event data from at least one of the input devices  1500  and stores the proposed event data in the computer memory  1120 . The process continues to step  514 , where the processor  1110  estimates patient satisfaction based on the proposed event data and the at least one correlation from step  506 . The processor  1110  then actuates the at least one output device  1400  at step  516 , conveying the estimated patient satisfaction to the user. As such, steps  512 ,  514 , and  516  may allow users to see the likely outcomes in patient satisfaction if various actions (represented by the proposed event data) are taken. The proposed event data may vary the proposal(s)  1127  or entirely disregard the proposal(s)  1127 . 
     For illustration, an example use of the process  500  performed by the system  1000  operating in accordance with the software file  1121  will now be provided (again with reference to  FIG. 5  and the steps discussed above). This example involves a hospital system having multiple facilities in a city. 
     At the step  502 , the event data  1122  (patient demographics, admit reasons, patients&#39; medical conditions, patients&#39; vital signs, activations of nurse call lights, operation of ventilator devices, operation of IV pumps, injuries sustained in the medical facility, temperatures in patient rooms, staffing levels in the facilities, validated rounding of nurses, physical condition of the facilities, awards received by the facilities, advertising expenditures of the facilities, amenities available in the facilities, et cetera) is obtained from the event data input devices  1200  (electronic medical record systems, interactive beds, telemetry systems, nurse call light systems, RTLS/RFID locating systems, ventilator systems, IV pumps, thermometers, keyboards, et cetera) at the various facilities and stored in the computer memory  1120  with the respective location data  1122   a . 
     At the step  504 , the perception data  1124  (perceptions of attentiveness, responsiveness, pain management, facility comfort, facility amenities, facility condition, facility prestige, et cetera) from the patients at the various facilities is obtained from the perception data input devices  1300  and stored in the computer memory  1120  with the respective location data  1124   a . 
     At the step  506 , the processor  1110  accesses the event data  1122  and the perception data  1124  and determines correlations between the event data  1122  and the perception data  1124  at both the location level and a multi-location level. In other words, the processor  1110  may determine what effect the various event data  1122  (and combinations of the event data  1122 ) has on patient satisfaction at both the location level and a multi-location level. As an example, the processor  1110  could potentially determine that for patients with a certain medical condition, awards received by the facilities and advertising expenditures have a great effect on patient satisfaction. And for patients with other certain medical conditions, activations of nurse call lights may have an enhanced relationship to patient satisfaction. Or that satisfaction of patients within a facility (or at the multi-location level) is closely tied to staffing levels and certain demographics. Conversely, the processor  1110  could determine that satisfaction of patients within a facility (or at the multi-location level) is only very loosely (or even apparently unrelated) to certain staffing levels, amenities, or demographics. These are of course only examples. 
     At the step  508 , the processor  1110  determines proposals  1127  at both the location level and the multi-location level to improve patient satisfaction based on the correlations determined at step  506 . So, for example, the processor  1110  may determine that staffing levels and advertising should be increased (either inside a facility or across multiple facilities), patients in certain demographics (e.g., the elderly) should be given additional attention (either inside a facility or across multiple facilities), that certain amenities should be reduced (either inside a facility or across multiple facilities), and that a thermostat should be serviced in a certain patient room. If the pricing/cost module is used, the estimated cost of taking these actions may be determined and considered in foil ling the proposals  1127 . 
     At the step  510 , the processor  1110  actuates the at least one output device  1400  to convey the proposal(s)  1127  to a user. 
     At the step  512 , the processor  1110  may receive user input containing various proposed event data (e.g., increasing staffing levels, increasing amenities, decreasing advertising) from at least one of the input devices  1500  and stores the proposed event data in the computer memory  1120 . Then at step  514 , the processor  1110  estimates patient satisfaction based on the proposed event data and the at least one correlation from step  506 . The processor  1110  then actuates the at least one output device  1400  at step  516 , conveying the estimated patient satisfaction to the user and allowing the user to see the likely outcomes in patient satisfaction if various actions (represented by the proposed event data) are taken. The hospital system may then choose to enact policies in line with the proposals  1127  or the proposed event data. 
     Many different arrangements of the various components depicted, as well as components not shown, are possible without departing from the spirit and scope of the present invention. Embodiments of the present invention have been described with the intent to be illustrative rather than restrictive. Alternative embodiments will become apparent to those skilled in the art that do not depart from its scope. A skilled artisan may develop alternative means of implementing the aforementioned improvements without departing from the scope of the present invention. It will be understood that certain features and subcombinations are of utility and may be employed without reference to other features and subcombinations and are contemplated within the scope of the claims. Various steps in described methods may be undertaken simultaneously or in other orders than specifically provided. While various software have been described as enabling specific functions, those skilled in the art will appreciate that files and software may be commingled or further segregated, and that specific file or software labels are used for convenience.