CASE STUDY

Valley Hospital improves 3 HCAHPS domains with GetWell Inpatient

Challenge

Valley Hospital sought a solution for improving the patient experience, its patients’ perception of care and overall satisfaction during inpatient visits. Specifically, hospital leadership identified the need to provide consistent patient education and medication teaching, and enhance real-time service recovery. After selecting GetWell Inpatient, a powerful Interactive Patient Care™ (IPC) solution, leadership was intentional that the technology support the facility’s patient- and family-centered care culture, and that each unit had the resources needed to carry out cultural adoption and sustain utilization.

Solution & Approach

Valley Hospital developed a clear vision and scope for its implementation of IPC, selected modules that supported internal strategic initiatives and set clear, measurable goals. The vision was then shared throughout the organization by engaging a cross-functional team to ensure accountability, including CNO, frontline staff, physicians, patient relations representatives, case managers, nursing directors, patient educators, IT/IS representatives, patient/family advisors and nursing informatics professionals.


84%

Of patients utilize health & safety education content

87%

of patients utilize hospital orientation content

95%

Of patients utilize service recovery content

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Facility

Part of the Valley Health System, Valley Hospital in Ridgewood, New Jersey, is a fully accredited, acute care, not-for-profit hospital serving more than 440,000 people in 32 towns in Bergen County and adjoining communities. It is accredited by the Joint Commission, and is Magnet®-designated.