Empowered Patient Podcast Reducing Stress and Improving Urgent Patient Care with Aaron Patzer Vital
Aaron Patzer, Founder and CEO of Vital, focuses on the stress on patients and clinicians created in urgent care, emergency rooms, and hospitals. The Vital platform provides real-time updates and plain-language explanations for patients on their mobile devices. Managing expectations for wait times, connecting to electronic health records, and providing discharge instructions increases patient satisfaction, reduces the burden on doctors and nurses, and causes and addresses staff turnover.
Aaron explains, "Everything is done on your mobile phone. You step into a hospital, whether it's urgent care or an emergency visit, or if you're admitted to stay overnight, it's called an inpatient stay. You'll get a text message. So it'll say, welcome to Children's of Los Angeles. Do you want to see what your wait times are? To understand your test results, click here. All you have to do is click this special link, like an airline record locator or password reset link. It can only be used by you. It's secure and brings up a mobile web application that is just a personalized webpage for you. Just like an Airbnb, a Facebook, or something personal to you."
"The other thing we let patients do is ask them throughout their visit how things are going. Is it one star or five stars? If they say, you know what, it's been a four or five-star visit, we'll say, great, do you want to tell your nurse that you appreciate them?"
"I was worried. I thought it was going to be mostly negative. It turns out that it's about 15% one- and two-star negative comments and 85% positive. And most nurses don't get compliments. They're in one of the most high-stress jobs you can have. They're often verbally or even physically assaulted. They're assaulted more than police officers. There've been a bunch of articles on this. It's crazy what happens in hospitals and emergency rooms. A steady stream of compliments has made all the difference in their quality of life."
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