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What Makes a Great Patient Experience?

4 min read

Providing a positive patient experience gives you an increased ability to attract and retain patients. But it can be difficult to know where to focus time and resources for maximum effect. In this article, we’ll examine why it’s worth it to invest in positive patient experiences and share four practical ways to improve overall patient satisfaction.

Why Improve the Patient Experience

Hospitals, medical practices, and other providers have much to gain from improving the patient experience. Here are three reasons why it’s beneficial to focus on the patient experience.

Better patient health outcomes

When patients have a good experience, they generally have more positive health outcomes as well. When someone feels taken care of and respected, they’re more likely to actively participate in their care, reaping the benefits that come with a proactive approach.

Improved reputation

When it comes to healthcare, patients have options for where they choose to receive care. The internet has given patients the ability to research providers and find various options for selecting their care team. Reputation can play a significant role in the choice of one hospital or physician over another.

Greater profitability

When it comes to the business side of healthcare, patients are the customers. And customers vote with their dollars. Accenture research highlights this point: hospitals with superior customer experience ratings have net profit margins 50% higher than those with average ratings.

4 Ways to Provide a Great Patient Experience

When patients have a positive experience, everyone benefits. But providing a great patient experience requires focused attention and the resources to implement strategic changes in the way care is provided. Here are a few practical ways we’ve seen providers improve the patient experience.

1. Evaluate the entire system

Providing quality healthcare involves much more than just the time a patient spends interacting with their physician. A multifaceted approach to the patient experience includes assessing things like how easy it is to schedule appointments, complete required paperwork, access medical records online, and communicate with providers, as well as how patients are treated by critical support staff like those working in the front office.

2. Supplement patient satisfaction metrics with other data sources

It’s possible for healthcare organizations to do everything right and still not achieve what a patient views as a positive outcome. The way patients view their experiences may be influenced by factors beyond anyone’s control. A difficult diagnosis, painful procedure, or a prolonged recovery can negatively impact patient perception. That’s why it’s important to avoid an over-reliance on patient satisfaction ratings. Instead, using this data in combination with other data sources such as average length of stay and readmission rates will help determine where improvements are needed.

3. Focus on boosting staff engagement

Patients encounter many staff members as they move through the various touchpoints of a healthcare experience. Empathetic, helpful staff can go a long way to help patients feel respected and cared for. Staff training and an organizational focus on improving patient-staff interactions are vital for improving the patient experience.

4. Expand the use of health technology

Health tech provides an easy and cost-effective way to improve the patient experience. Online scheduling tools allow patients to schedule or reschedule appointments at times that work for them, increasing the likelihood they can keep appointments. Providing an option for patients to message providers in-between visits can also help to strengthen the connection they have with their care team.

Remote patient monitoring programs are another powerful way to increase patient engagement. Knowing that key health metrics like weight, blood pressure, and sleep patterns are being actively monitored can increase the feeling of being cared for. Additionally, connected health devices provide patients with access to their own health data, increasing the likelihood that they will engage as more active participants in improving their health outcomes.

How Withings Health Solutions Helps Providers Deliver a Great Patient Experience

Offering remote patient monitoring technology is an easy way to improve patient satisfaction. Withings offers a full line of medical-grade connected devices that are easy to use, providing a wealth of actionable health data to patients and their providers.

Intuitive device designs: Withings devices are ready to use right out of the box, making it easy for habitual use. Designed to easily integrate into patients’ daily lives, these user-friendly devices reliably deliver vital participant data to professionals overseeing their care. As an example, 94% of users are still using their scales one year after their purchase.

Metrics dashboard: Built for practitioners, the Withings RPM dashboard provides accurate, patient-centric data to better monitor health parameters and efficiently manage participants. Patients can also communicate with secure in-app communication.

Full range of devices: Withings offers a full portfolio of medical-grade devices. Our smart scales, blood pressure monitors, sleep mat, and activity trackers collect a wealth of actionable patient health data, allowing healthcare providers and patients to more accurately monitor key health measures.

Variety of connectivity options: With WiFi, cellular, and Bluetooth connectivity options, Withings’ connected devices cater to a wide range of technical proficiencies and expand access to healthcare.

Providing A Superior Patient Experience Benefits Everyone

The way a patient perceives the care they receive impacts health outcomes and practice sustainability. When patients feel cared for and valued, they’re more likely to actively participate in their care. The ripple effects extend beyond the patients themselves, creating new opportunities for medical organizations to grow, improving their reputation, and expanding their ability to offer that same level of care to new patients.

Discover how Withings Health Solutions can help you deliver an exceptional patient experience.

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Calls have been growing louder to more effectively address the related problems of diabetes-related foot ulcers (DFUs) and amputations, two of the most serious consequences of diabetes-related peripheral neuropathy (DPN). Health associations like the American Diabetes Association® (ADA), patient advocacy groups, patients, and providers all see the need to improve the detection of DPN, earlier intervention, and more effective treatments to combat an amputation problem that disproportionately impacts communities of color and lower economic status.

 

Unfortunately, there is not a large body of research related to the question of simple compliance with the ADA’s standard of an annual foot exam for people with diabetes. However, a study published in Clinical Nursing Research journal in 2017 indicated only 16% of patient charts reviewed in a specialty clinic met the ADA’s standard for an annual foot exam. Clinicians regularly report seeing patients who present with serious DFUs who have never had a proper foot examination.

 

With the goal of promoting patient education on diabetes-related foot health, earlier detection of neuropathy, and regular diabetes-related foot exams, Withings has partnered with the ADA’s Project Power to put smart scales in the homes of approximately 2,305 participants in 849 cities with particularly high-risk and vulnerable communities. Project Power’s goal is to reduce diabetes risk factors and improve diabetes health literacy, self-care behaviors, and glycemic management. The program is conducted with a combination of in-person and remote sessions that focus on topics such as nutrition, exercise, emotional health, heart health, glucose monitoring, and foot health.

 

Sherry Hill, program director for Project Power, commented, “We are excited to be working with Withings to bring the Project Power participant experience to the next level. By bringing smart scale technology into our participants’ homes, we hope to provide personalized solutions to achieve healthier living goals to reduce the risk for type 2 diabetes and help prevent or delay its complications.”

 

For Withings, Project Power is one of the many examples of how its sophisticated health technology is being used to better connect patients and their health coaches with appropriate care from a clinician. By flagging potential issues earlier and setting up regular monitoring, patient health outcomes can be improved. Through early interventions, lifestyle changes have a better chance of slowing complications.


Learn more about Project Power.

Interested in partnering with us?

Contact Us [post_title] => The ADA and Withings Join Forces to Reduce Diabetes Risk and Complications [post_excerpt] => Peer-reviewed studies have shown that only a fraction of people with diabetes comply with the American Diabetes Association (ADA) standard of annual foot exams. The ADA is now using Withings smart scales in its signature Project Power program to promote regular foot exams and better foot health for people at high-risk for diabetes [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => ada-and-withings-diabetic-foot-health [to_ping] => [pinged] => [post_modified] => 2024-04-16 08:12:39 [post_modified_gmt] => 2024-04-16 08:12:39 [post_content_filtered] => [post_parent] => 0 [guid] => https://withingshealthsolutions.com/?p=1188 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [1] => WP_Post Object ( [ID] => 1183 [post_author] => 1 [post_date] => 2024-04-16 08:11:42 [post_date_gmt] => 2024-04-16 08:11:42 [post_content] =>

In an interview with Harvard Medical School’s Harvard Health, Dr. Khosro Farhad, a neuropathy expert at Harvard-affiliated Massachusetts General Hospital, noted that small-fiber neuropathy is generally underdiagnosed because routine neurological exams and tests cannot accurately discriminate between large-fiber and small-fiber neuropathy. 

 

In a literature review of diabetic peripheral neuropathy diagnostic and screening technologies in the Journal of Diabetes Science and Technology, Kelley Newlin Lew et al pointed out that the body of research backs up the assertion that distal symmetrical peripheral neuropathy  - including both small- and large-fiber neuropathy - is underdiagnosed in primary care (1).

 

The article points out: 

Small- and large-nerve fiber DSPN (distal symmetrical peripheral neuropathy) may present exclusively or together while each subtype may increase risk for foot ulceration due to reduced sensory function, and thereby heightened risk for lower extremity amputations. According to the ADA, the clinical history and physical examination often are sufficient for diagnosis of DSPN. Yet, up to 50% of individuals with DSPN may be asymptomatic.

 

Small-fiber DSPN typically precedes large-fiber neuropathy. Small-fiber DSPN impairs functional integrity of the small thinly myelinated Aδ and unmyelinated C fibers. These small, peripheral nerve fibers prominently convey pain to the central nervous system. In DSPN, they may stimulate profound pain. Small-fiber DSPN may also adversely affect local autonomic (eg, decreased sweating, dry skin, impaired vasomotion) and thermoreceptor (cold, warm sensations) functions.

 

Often, pain and other symptoms and signs first manifest in the feet and progress proximally to the lower extremities and, in some cases, to the hands with a stocking and glove pattern. However, some with small-fiber DSPN may not experience pain. A proportion of patients with small-fiber neuropathy may present with little evidence of the disease, which may delay DSPN diagnosis.

 

 

The primary care practitioner’s toolbox for diagnosing diabetic peripheral neuropathy has been very limited to date, with tools such as temperature and pin-prick sensation, 128-Hz tuning fork, and 10-g monofilament that are neither quantifiable nor reproducible and are prone to human error. Further, since the ADA Standards of Care only call for annual foot exams for people with a diagnosis of diabetes, a large number of patients with pre-diabetes accompanied by the onset of small fiber neuropathy, miss the chance for an early diagnosis (2,3).

 

Withings is focused intently on this deficit in detection technologies in primary care and other frontline environments. As Newlin Lew points out in the Journal of Diabetes Science and Technology article, the Sudoscan® Electrochemical Skin Conductance (ESC) technology being used in our Body Pro 2 device, and that has been used in clinical settings for nearly a decade, could play an important role in improving detection and monitoring:   

 

When considered with respect to past and more recent research, Sudoscan has substantial evidence revealing it may potentially identify early DSPN (although this is not its main use) and monitor DSPN progression over time. Sudoscan also has adequate reproducibility and repeatability. Sudoscan is approved by the FDA and may be reimbursed through proper billing. Sudoscan is thus a POCD [point of care device] worthy of clinical adoption to detect and monitor DSPN in clinical settings.

 

  1. Newlin Lew K, Arnold T, Cantelmo C, Jacque F, Posada-Quintero H, Luthra P, Chon KH. Diabetes Distal Peripheral Neuropathy: Subtypes and Diagnostic and Screening Technologies. Journal of Diabetes Science and Technology. 2022 Mar;16(2):295-320. doi: 10.1177/19322968211035375. Epub 2022 Jan 7. PMID: 34994241; PMCID: PMC8861801. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8861801/
  2. Williams SM, Eleftheriadou A, Alam U, Cuthbertson DJ, Wilding JPH. Cardiac Autonomic Neuropathy in Obesity, the Metabolic Syndrome and Prediabetes: A Narrative Review. Diabetes Ther. 2019 Dec;10(6):1995-2021. doi: 10.1007/s13300-019-00693-0. Epub 2019 Sep 24. Erratum in: Diabetes Ther. 2019 Oct 4;: PMID: 31552598; PMCID: PMC6848658. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6848658/
  3.  Burgess J, Frank B, Marshall A, Khalil RS, Ponirakis G, Petropoulos IN, Cuthbertson DJ, Malik RA, Alam U. Early Detection of Diabetic Peripheral Neuropathy: A Focus on Small Nerve Fibres. Diagnostics (Basel). 2021 Jan 24;11(2):165. doi: 10.3390/diagnostics11020165. PMID: 33498918; PMCID: PMC7911433. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7911433/

Interested in partnering with us?

Contact Us [post_title] => Small Fiber Neuropathy - The Under-Diagnosed Peripheral Neuropathy [post_excerpt] => In an interview with Harvard Medical School’s Harvard Health, Dr. Khosro Farhad, a neuropathy expert at Harvard-affiliated Massachusetts General Hospital, noted that small-fiber neuropathy is generally underdiagnosed because routine neurological exams and tests cannot accurately discriminate between large-fiber and small-fiber neuropathy. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => small-fiber-neuropathy-the-under-diagnosed-peripheral-neuropathy [to_ping] => [pinged] => [post_modified] => 2024-04-16 08:17:26 [post_modified_gmt] => 2024-04-16 08:17:26 [post_content_filtered] => [post_parent] => 0 [guid] => https://withingshealthsolutions.com/?p=1183 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [2] => WP_Post Object ( [ID] => 1184 [post_author] => 1 [post_date] => 2024-04-16 08:09:33 [post_date_gmt] => 2024-04-16 08:09:33 [post_content] =>

Electrochemical Skin Conductance (ESC) is a physiological parameter that measures the reactivity of sweat glands and small nerve fibers in the skin to electrical stimuli. Elevated blood sugar levels can harm blood vessels, inhibiting their ability to supply oxygen and essential nutrients to these small nerves, leading to their deterioration. This effect is amplified because the nerve fibers that supply sweat glands are long, thin and unmyelinated, they are easily damaged. When the sweat glands and small nerve fibers lose functionality, it is a sign of starting peripheral neuropathy.


Diabetic peripheral neuropathy (DPN) affects the majority of patients with diabetes, but it is difficult to diagnose in its early stages because up to half of those affected are asymptomatic (no pain and good feet sensation). These undetected signs and lack of care can lead to Diabetic Foot Ulcer (DFU) and in the worst case to amputation(1). Though late stage DPN cannot be reversed, early detection can help to slow the progression through exercise, HbA1c control, addressing certain vitamin deficiencies, and other lifestyle changes. According to the American Academy of Family Physicians, early detection and treatment of DPN and resulting foot ulcers has the potential to prevent up to 85% of amputations (2,3).


Many studies have demonstrated the link between sudomotor function and the risk for DPN paving the way for the use of the Sudoscan within DPN characterization (4,5,6,7). ESC has now a 15+ year track record of R&D and a body of peer-reviewed research in more than 200 scientific publications. Because of this vast array of clinical evidence,Withings decided to integrate the ESC measurement into its scales leading to the Body Pro 2 device. To measure ESC, patients simply step on the Body Pro 2 scale (8). Electrodes in the scale emit a small painless current to the feet, and the device measures the resulting chloride conductance in the sweat glands. Within 60 seconds, patients and their providers receive their ESC score (and other biomarkers). Low conductance, and thus a low ESC score, indicates sudomotor dysfunction with a known threshold to stratify patients. 


With a persistent DFU and amputation problem impacting millions of people with diabetes, it is clear that current clinical methods and patient compliance are insufficient to markedly reduce incidences. Even for patients who have their annual foot exam, the conventional monofilament test results in a misdiagnosis nearly half the time (9). Skin biopsies are conclusive, but invasive, painful, and especially problematic for patients who have a high risk of infection and whose wounds heal slowly. By contrast, our ESC technology provides a rapid, operator-independent, and reproducible method that can replace monofilament and balance the drawbacks of invasive biopsy.


While preventing DFUs is a complex problem requiring multi-faceted solutions, we are already working with leading providers in the U.S., Europe and Asia to enable easier and more reliable diagnosis and monitoring of DPN using the ESC technology in Body Pro 2. Importantly, we believe that the quantifiable, reproducible, rapid and non-invasive methodology has far more potential for scaling in proportion to the size of the DFU problem, and can better serve the requirements of a highly diverse patient population. 

  1.  Armstrong, D. G., Tan, T.-W., Boulton, A. J. M. & Bus, S. A. Diabetic Foot Ulcers: A Review. JAMA 330, 62–75 (2023).  https://jamanetwork.com/journals/jama/article-abstract/2806655
  2.  Hunt, D. Diabetes: Foot Ulcers and Amputations. Am. Fam. Physician 80, 789–790 (2009).  https://www.aafp.org/pubs/afp/issues/2009/1015/p789.html
  3.  Esquenazi, A., Kwasniewski, M. Lower Limb Amputations: Epidemiology and Assessment. PM&R KnowledgeNow (2017). https://now.aapmr.org/lower-limb-amputations-epidemiology-and-assessment/
  4.  Galiero, R. et al. Peripheral Neuropathy in Diabetes Mellitus: Pathogenetic Mechanisms and Diagnostic Options. Int. J. Mol. Sci. 24, 3554 (2023). https://doi.org/10.3390/ijms24043554
  5.  Casellini, C. M., Parson, H. K., Richardson, M. S., Nevoret, M. L. & Vinik, A. I. Sudoscan, a noninvasive tool for detecting diabetic small fiber neuropathy and autonomic dysfunction. Diabetes Technol. Ther. 15, 948–953 (2013). https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3817891/
  6.  Vinik, A. I., Nevoret, M.-L. & Casellini, C. The New Age of Sudomotor Function Testing: A Sensitive and Specific Biomarker for Diagnosis, Estimation of Severity, Monitoring Progression, and Regression in Response to Intervention. Front. Endocrinol. 6, 94 (2015). https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4463960/
  7. Novak, P. Electrochemical skin conductance: a systematic review. Clin. Auton. Res. Off. J. Clin. Auton. Res. Soc. 29, 17–29 (2019). https://doi.org/10.1007/s10286-017-0467-x
  8.  Riveline, J.-P. et al. Validation of the Body Scan®, a new device to detect small fiber neuropathy by assessment of the sudomotor function: agreement with the Sudoscan®. Front. Neurol. 14, (2023). https://doi.org/10.3389/fneur.2023.1256984
  9.  Dube, S. et al. Effectiveness of Semmes Weinstein 10 gm monofilament in diabetic peripheral neuropathy taking nerve conduction and autonomic function study as reference tests. J. Fam. Med. Prim. Care 11, 6204–6208 (2022). https://doi.org/10.4103/jfmpc.jfmpc_195_22

Interested in partnering with us?

Contact Us [post_title] => Understanding our ESC Technology for Detecting and Monitoring DPN [post_excerpt] => Electrochemical Skin Conductance (ESC) is a physiological parameter that measures the reactivity of sweat glands and small nerve fibers in the skin to electrical stimuli. Elevated blood sugar levels can harm blood vessels, inhibiting their ability to supply oxygen and essential nutrients to these small nerves, leading to their deterioration. This effect is amplified because the nerve fibers that supply sweat glands are long, thin and unmyelinated, they are easily damaged. When the sweat glands and small nerve fibers lose functionality, it is a sign of starting peripheral neuropathy. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => understanding-our-esc-technology-for-detecting-and-monitoring-dpn [to_ping] => [pinged] => [post_modified] => 2024-04-16 08:15:45 [post_modified_gmt] => 2024-04-16 08:15:45 [post_content_filtered] => [post_parent] => 0 [guid] => https://withingshealthsolutions.com/?p=1184 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) ) [post_count] => 3 [current_post] => -1 [before_loop] => 1 [in_the_loop] => [post] => WP_Post Object ( [ID] => 1188 [post_author] => 8 [post_date] => 2024-04-16 08:12:38 [post_date_gmt] => 2024-04-16 08:12:38 [post_content] =>

Calls have been growing louder to more effectively address the related problems of diabetes-related foot ulcers (DFUs) and amputations, two of the most serious consequences of diabetes-related peripheral neuropathy (DPN). Health associations like the American Diabetes Association® (ADA), patient advocacy groups, patients, and providers all see the need to improve the detection of DPN, earlier intervention, and more effective treatments to combat an amputation problem that disproportionately impacts communities of color and lower economic status.

 

Unfortunately, there is not a large body of research related to the question of simple compliance with the ADA’s standard of an annual foot exam for people with diabetes. However, a study published in Clinical Nursing Research journal in 2017 indicated only 16% of patient charts reviewed in a specialty clinic met the ADA’s standard for an annual foot exam. Clinicians regularly report seeing patients who present with serious DFUs who have never had a proper foot examination.

 

With the goal of promoting patient education on diabetes-related foot health, earlier detection of neuropathy, and regular diabetes-related foot exams, Withings has partnered with the ADA’s Project Power to put smart scales in the homes of approximately 2,305 participants in 849 cities with particularly high-risk and vulnerable communities. Project Power’s goal is to reduce diabetes risk factors and improve diabetes health literacy, self-care behaviors, and glycemic management. The program is conducted with a combination of in-person and remote sessions that focus on topics such as nutrition, exercise, emotional health, heart health, glucose monitoring, and foot health.

 

Sherry Hill, program director for Project Power, commented, “We are excited to be working with Withings to bring the Project Power participant experience to the next level. By bringing smart scale technology into our participants’ homes, we hope to provide personalized solutions to achieve healthier living goals to reduce the risk for type 2 diabetes and help prevent or delay its complications.”

 

For Withings, Project Power is one of the many examples of how its sophisticated health technology is being used to better connect patients and their health coaches with appropriate care from a clinician. By flagging potential issues earlier and setting up regular monitoring, patient health outcomes can be improved. Through early interventions, lifestyle changes have a better chance of slowing complications.


Learn more about Project Power.

Interested in partnering with us?

Contact Us [post_title] => The ADA and Withings Join Forces to Reduce Diabetes Risk and Complications [post_excerpt] => Peer-reviewed studies have shown that only a fraction of people with diabetes comply with the American Diabetes Association (ADA) standard of annual foot exams. The ADA is now using Withings smart scales in its signature Project Power program to promote regular foot exams and better foot health for people at high-risk for diabetes [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => ada-and-withings-diabetic-foot-health [to_ping] => [pinged] => [post_modified] => 2024-04-16 08:12:39 [post_modified_gmt] => 2024-04-16 08:12:39 [post_content_filtered] => [post_parent] => 0 [guid] => https://withingshealthsolutions.com/?p=1188 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [comment_count] => 0 [current_comment] => -1 [found_posts] => 22 [max_num_pages] => 8 [max_num_comment_pages] => 0 [is_single] => [is_preview] => [is_page] => [is_archive] => 1 [is_date] => [is_year] => [is_month] => [is_day] => [is_time] => [is_author] => [is_category] => 1 [is_tag] => [is_tax] => [is_search] => [is_feed] => [is_comment_feed] => [is_trackback] => [is_home] => [is_privacy_policy] => [is_404] => [is_embed] => [is_paged] => [is_admin] => [is_attachment] => [is_singular] => [is_robots] => [is_favicon] => [is_posts_page] => [is_post_type_archive] => [query_vars_hash:WP_Query:private] => c4ea779cd15421e1f7aad5d3cec8a766 [query_vars_changed:WP_Query:private] => [thumbnails_cached] => [allow_query_attachment_by_filename:protected] => [stopwords:WP_Query:private] => [compat_fields:WP_Query:private] => Array ( [0] => query_vars_hash [1] => query_vars_changed ) [compat_methods:WP_Query:private] => Array ( [0] => init_query_flags [1] => parse_tax_query ) )
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