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Patient Experience Case Study - Trinity Mother Frances Hospitals and Clinics
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Using Mobile Apps to Provide Patient Information to Improve the Patient Experience


What was the challenge, opportunity or issue faced?

Trinity Mother Frances Hospitals and Clinics is a health system with six hospitals, several clinics and Urgent Care facilities in and around Tyler, Texas. Trinity Mother Frances has hundreds of affiliated physicians and serves thousands of patients each year from the local communities.

Considering the size and community reach of the health system, providing the latest information about hospitals, clinics and urgent care facilities to our patients, visitors, providers and hospital staff is important to achieve high patient satisfaction and the quality of care our hospitals strive to achieve.

Keeping all the stakeholders – Patients, Visitors, Providers and Hospital Staff – of our health system informed and up-to-date with the latest information is one of the challenges we wanted to address as an organization. Providing pertinent information to each stakeholder whenever they need and from wherever they are is also equally challenging.

Information in the hospital and provider directories needs to be kept up-to-date as the information changes. Printed directories become out-of-date and managing consistent information becomes time consuming and incurs overhead.

What did you do to address it?

In addition to our main website, we reviewed technologies and solutions available for us to keep our stakeholders informed and educated about health system wide information. Factors such as ease of use to our patients and visitors, ability to easily update and manage the changing information, quickness to deploy, adoption and overall cost of ownership were considered for choosing our solution.

The value proposition, benefits and flexibility provided by mobile technology emerged as a viable solution to adopt. We partnered with Flateez, a provider of mobile solutions to healthcare organizations, and we launched our mobile apps.

We have an external hospital app, which provides information about our hospitals, clinics and urgent care facilities. For each location, contact information, office hours and location map are provided. This app also allows our patients and visitors to find providers by their specialty, location or name.

We also have an internal version of the app. This version has information about our providers, such as mobile phone and pager numbers, to expedite referrals and consults among one another. This information is not available in our external or public version, and requires approval from administration before access is granted.

With our Hospital and Physician Directory apps, we were able to provide easy access of information to our patients, visitors and providers from their smart phones and tablets which they own and use regularly.

What were the outcomes?

We were able to achieve our primary purpose of providing right information to all our stakeholders from wherever they are and whenever they need. The ease of use of our apps enables our patients to download and use on their smart phones and tablet devices they interact with every day. The flexibility of apps helps us to keep the information up-to-date and accurate for both our internal and external stakeholders. The overall response and feedback has been positive.

About Trinity Mother Frances Hospitals and Clinics

Trinity Mother Frances has a proud tradition of over 75 years of dedicated service to the people of east Texas. As national leader in patient satisfaction, advanced technology and quality initiatives, the hospital is a faith-based, not-for-profit organization dedicated to creating healthy lives for people and communities.

The hospital system includes The Louis and Peaches Owen Heart Hospital, Mother Frances Hospital-Tyler, Mother Frances Hospital-Jacksonville, Mother Frances Hospital-Winnsboro, Trinity Mother Frances Rehabilitation Hospital, affiliated with HealthSouth, Tyler ContinueCARE Hospital, a long-term acute care facility, and Trinity Clinic. Trinity Clinic is the area's preferred multi-specialty medical group, with over 350 physicians and mid-level providers representing 40 specialties in 36 clinic locations serving East Texas.

About Flateez

Flateez is a leading provider of mobile apps for hospitals and healthcare organizations. Several of the leading hospitals nationwide use mobile apps launched by Flateez.

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