Feature April 28, 2021 John Bernot, MD

From manual to managed: Optimizing the perioperative patient experience

woman using Ayva Ortho app

Today’s patients are accustomed to the personalized digital experiences of Amazon, Netflix, and Facebook. 

However, it’s no secret that the healthcare industry hasn’t kept pace with these consumer expectations. Outdated and manual one-way communication between clinicians and patients is the norm. 

Connected health solutions that transform the perioperative patient experience and improve outcomes show much promise.

Mary’s story: The truth about the perioperative patient experience 

Earlier this year, Mary was referred to an orthopedic surgeon to schedule a knee replacement surgery. 

Six weeks before the surgery, Mary received a 28-page booklet at her initial appointment with the surgeon. The booklet described tasks that some individuals must complete at different intervals leading up to the surgery. Mary was unsure which of the tasks applied to her specific condition and procedure. 

Four days prior to surgery, Mary received a long voicemail confirming that she had followed the tasks described on an insert in the booklet. In the dense booklet, Mary missed that there was a task list that she was supposed to be working on this week.

Mary attempted to return the call but got a pre-recorded message and had to leave a voicemail. 

She texted her adult daughter that she’s thinking about canceling the surgery. 

Confused? So are your patients. 

Why patients show up unprepared or cancel procedures

Reflecting on Mary’s experience, it’s no wonder patients fail to follow pre-op instructions and get cold feet.

The typical perioperative experience does not meet the expectations or needs of today’s patients who are: 

  1. Overwhelmed by irrelevant information that’s not personalized to their specific conditions. 
  2. Confused by timelines for task and medication adherence when information isn’t timely or delivered when patients should take action.
  3. Annoyed by healthcare’s reliance on outmoded methods of communication, primarily snail mail and voicemail messages.

Further, the one-way nature of the interaction between clinicians and patients makes it nearly impossible for patients to communicate potential barriers at a time when an intervention would be possible. 

For example, lack of transportation to surgery centers is a common reason patients miss appointments. When patients cannot communicate that to their care team, they increase the likelihood of being a no-show on surgery day — costing your practice time and money. 

Meet your patients where they are

Connected health solutions deliver the right information at the right time using the communication method your patients prefer. 

Care extends beyond the four walls of the doctor’s office and a virtual perioperative assistant enables your care team to better manage the patient experience. Be there for your patients every step of the way with: 

  • Personalized content that addresses their specific conditions
  • Automated outreach delivered in their preferred mode of communication
  • Simple digital health tools that allow for two-way interaction and intervention by the care team (if necessary)

Optimizing the perioperative patient experience not only improves outcomes but makes your physician practice more competitive with the potential to quickly increase revenues.

Ready to discuss how you can transform the perioperative patient experience for your practice?

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Bravado Health

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