In this fourth installment of our ROI series, the focus is on the patient. Ultimately, while it may be difficult to trace directly to the bottom line, delivering quality care and maintaining patient satisfaction is paramount for a health system’s success.
[Missed part one? Read The Economics of Digital Health: Achieving ROI with Babyscripts]
That includes a focus on health equity, a consideration of particular importance in maternal care where evident disparities in outcomes occur along racial lines. Data is coming out that shows that virtual tools, such as telehealth and RPM, can close the gaps in care access amongst different racial groups.
Beyond equity, satisfaction is tied to many things, from user experience to accessibility to strength of relationships, and ultimately it is measured by the user's perception of value. Babyscripts collects feedback from our users to understand what they care about and look for from a digital solution.
For populations that feel underserved by the current system, Babyscripts gives extra support and an added layer of security, improving perception of the care experience and reinforcing a relationship of trust between patient and care providers. The ability to customize Babyscripts with practice-specific information further personalizes the virtual experience for patients.
“I love that it includes content specific to Dr. D______. I feel she must have reviewed the content, which makes me feel much more confident.” - Babyscripts patient
The ability to reduce in-person visits through Babyscripts improves access for patients to whom the traditional 12-14 visit schedule is an undue burden, whether for geographic or socio-economic reasons. Remote patient monitoring can help maintain satisfaction for those who worry that less in-person care equals lower quality care.
Supplementing telehealth or in-person appointments with remote monitoring tools like Babyscripts blood pressure monitoring has helped Babyscripts patients feel more comfortable with the quality of care that they are receiving, and offers an extra layer of support for the time in-between appointments.
“[When my BP] was high, someone called me right away! I felt safe and taken good care of! Wish I could still be monitored till my 6 weeks is up...This was such an amazing comforting app.” - Babyscripts patient
RPM also supports patient satisfaction by equalizing the care experience. With access to remote monitoring tools, patients are empowered to speak about their condition, assigning a data point to the symptoms they’re experiencing and strengthening trust in their care team.
“I love the information Babyscripts provides. The app makes me feel like I am part of the healthcare team.” -Babyscripts patient
Patients can communicate the emergency of their condition in clear terms to their provider, and receive the appropriate response. Knowing that they are supported and seen has a direct correlation to patient satisfaction with their care.
“I felt like those monitoring me cared. The reminders to check my pressure worked well for me.” - Babyscripts patient
How a patient feels about a medical encounter may not have a directly perceivable impact on the bottom line, but it is intrinsically connected to the financial and clinical success of a health system and its tools. The patient can't be overlooked in the consideration of ROI.
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