Becker's Clinical Quality & Infection Control

12 PATIENT EXPERIENCE existing workflow helps ensure it will be put into use more easily and will, therefore, be used more oen. We should also be conscious that not every- one will react the same way to the intro- duction of technology in a care setting. For example, some older patients might think introducing an app into the patient experi- ence will complicate their care journey. But if you don't offer apps to those who expect them, such as millennials, they will wonder why you aren't providing them with digital health access. Hospitals need to make sure they are always meeting the patient where they are in their journey. Q: What type of initiatives has Dig- nity Health rolled out to foster more meaningful patient encounters? TS: In recent years, we've introduced several innovative technologies into our system. Our My Baby app provides expectant mothers with the information they need to manage their pregnancies. It helps them keep track of milestones, monitor baby kicks and build their own unique birth plan. By empowering our patients with the information they need to make the best health decisions, we are also enabling them to have more productive conversations with their physicians. We have also introduced a set of five patient experience principles that we developed in partnership with hundreds of patients and their families. ese guide our staff on what their patients need in a care setting. ese principles include knowing the patient as a person, keeping them informed about the decisions that affect them, empowering them, comforting them when they are deal- ing with difficulties and keeping them safe. Underlying many of these principles is the single action of listening. Listening is critical to empathy, and empathy is the cornerstone of developing a caring human interaction. We need our patients to understand that we are their champions, supporting them through their vulnerable time wherever possible. Q: What benefits has Dignity Health seen from these initiatives? TS: We have evidence that demonstrates our efforts to create better patient interac- tions have made a difference. Over the last two years, we have improved our HCAHPS percentile performance — assessing patient loyalty and the likelihood that they would recommend Dignity Health — by 24 percent. is tells us that our focus on putting the patient first, whether by implementing new technology or evolving the way we treat each of our patients with 'humankindness,' is indeed furthering our mission to provide high-quality care for all. n Why some hospitals are offering essential oils to surgery patients By Mackenzie Bean M ore hospitals are using essential oils to help surgical patients with pain management, re- laxation and nausea, according to an article from Rochester, Minn.-based Mayo Clinic. Four things to know: 1. Essential oils are super-concentrated oils extract- ed from botanicals that target smell receptors in the nose, triggering calming effects in the nervous system and brain. 2. Research on the use of aromatherapy is still limited. However, smaller studies point to its benefits, and many patients say essential oils help reduce nausea, soothe sore muscles and encourage relaxation. 3. Researchers found patients who undergo aroma- therapy after surgery report better pain management and higher overall satisfaction with their care, accord- ing to Mayo Clinic. 4. Essential oils can also offer benefits for patients be- fore surgery. A 2017 study published in Laryngoscope Investigative Otolaryngology found lavender aroma- therapy reduced preoperative anxiety among patients undergoing general otolaryngology procedures. n Viewpoint: Why removing access to healthcare is a moral issue By Megan Knowles A fter a federal judge in Texas ruled the ACA is un- constitutional in December, Texas physician Hus- sain Lalani, MD, wrote that taking away patients' access to healthcare is morally flawed in an op-ed for The Dallas Morning News. About 1.1 million Texans enrolled in health coverage through the Texas exchange in 2018, and 90 percent received federal subsidies to purchase health insurance, according to a study cited by Dr. Lalani. "The recent court decision not only threatens the lives of these Texans, but it also would strip health insurance from more than 17 million people across the country according to a recent analysis by the Urban Institute," Dr. Lalani wrote. The decision disproportionately affects vulnerable mem- bers of society, including Americans who make less than 138 percent of the poverty line in the 36 states that have expanded Medicaid, college students on their parent's health insurance plan until age 26 and people with preex- isting conditions, Dr. Lalani said. Since the ACA includes funding to fight the opioid crisis, the judge's decision also negatively affects public health. "It's hard to stay healthy in this country without access to health insurance unless you are very wealthy," Dr. Lalani said. "I understand that the specifics of healthcare policy are complex and there are differences in opinion about the individual mandate. But let's not forget that we are talking about real lives." n

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