- Cater to the non-clinical needs of inpatients in real-time.
- Garner positive patient feedback in the HCAHPS survey, resulting in increased reimbursements.
- Collect in-the-moment feedback from patients.
- Reduce cost of care.
- Increase Joy in Practice.
- Personalize patient engagement.
- Enhance service delivery.
- Encourage and promote self-activated learning.
- Satisfy JCAHO teach back requirements.
Pascack Valley Medical Center sought to offer a personalized, patient-centered approach for each patient. GoMo Health and Pascack Valley Medical Center worked together to develop customized solutions for their needs.
Bedside Concierge™ is designed to address the non-clinical, non-emergent needs of patients with a “Bedside Concierge” that is accessible through a mobile, tablet, or laptop. GoMo Health created customized versions of the Bedside Concierge solution hospital-wide and in their Emergency Department.
Discharge Concierge™ is a solution that allows patients to access their state-mandated coursework prior to discharge on a mobile device, allowing them to absorb the information at their own pace.
GoMo Health leveraged its proprietary emerging science, BehavioralRx™, the science of patient engagement, to build the program and determine the engagement strategy, approach and content delivered.
Pascack Valley Medical Center partnered with GoMo Health to implement Bedside Concierge™ and Discharge Concierge™ programs. Through Bedside Concierge, “in-the-moment” requests are sent directly to the appropriate department for fulfillment. Some of the requests may include:
- Bathroom assistance
- Ensuring the noise level around the room allows for appropriate patient rest and recovery
- Pet therapy
- Clergy assistance
- EMR/EHR access
In 2018, Pascack Valley Medical Center also added Discharge Concierge™ to their suite of services. Discharge Concierge is a highly-personalized, automated experience that provides patients with the resources needed to self-complete state-mandated, necessary, disease-specific coursework prior to discharge. Mobile, in-the-moment access allows patients to navigate the information at their own pace. As a result, patients are empowered to manage their own care once they return home, saving nurses valuable clinical care delivery time and reducing cost of transitional care delivery.
Steady patient utilization, measuring an increase of up to 10% monthly.
By using the Bedside Concierge™ to submit, process and deliver the non-clinical requests of our patients through each of the departments that can directly service those needs, the cost of patient care is reduced and efficiencies expanded. Bypassing the nursing team for servicing these important “comfort” needs of patients allows us to focus our energies completely on the clinical care of patients in the hospital, enhancing the patient experience, improving our work life and leading us to appreciate the “joy in practice” that was pivotal in our decision of careers in nursing.Susan Giordano
A person’s visit to our new Emergency Department may be their first experience with Pascack Valley Medical Center and given the source of their need, they are typically, and understandably, already anxious and oftentimes upset. The GoMo Health Concierge Care Bedside Concierge™ solution enables our staff to make the patient and their family/caregiver feel more comfortable and cared for, and allows the clinical staff to focus on taking care of the true reason for their visit.Dawnn DePalma
Implementing the Discharge Concierge for the new mothers in the Mother/Baby Unit at Pascack Valley Medical Center has been a game changer for our patients.
Patients are self activating to complete the state mandated content they need to read and understand prior to discharge, asking questions for clarification to ensure their highest comfort level to care for themselves and their babies when they arrive home.
Our nurses are thrilled at the progress the patients are making in self education and see the results first-hand as they discuss the content with each patient via teach-back prior to discharge. As well, the new tool allows for more time at the bedside, bringing increased joy in practice to their everyday at Pascack Valley Medical Center!
The Discharge Concierge is a winner all around!Francesca DeAngelis