TigerConnect improved Trinity Health’s key ED metrics and enhanced patient satisfaction

Every second counts in a hospital’s emergency department (ED). Ensuring clear and efficient communication between healthcare providers is essential for delivering optimal patient care. However, fragmented communication channels and outdated technology can often create roadblocks, hindering patient flow and impacting the patient experience. 

Trinity Health System, a leading healthcare provider part of CommonSpirit Health, recognized these challenges and sought a solution to streamline communication within their ED. Their search led them to the TigerConnect Clinical Collaboration Platform to help break down communication silos and improve collaboration among care teams.  

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Transforming Patient Flow at Trinity Health System

Tackling outdated messaging: the shift to modern communication 

In a recent HIMSSCAST episode, “Transforming Patient Flow at Trinity Health System,” Matthew Colflesh, MD, chief medical officer, and Will O’Connor, MD, chief medical information officer at TigerConnect, explore the specific challenges Trinity Health faced in their ED. They discuss the inefficiencies of relying on outdated tools like pagers, phone calls, and overhead announcements, which often lead to missed messages, delays in care, and frustration among staff and patients.  

By implementing TigerConnect, Trinity Health overcame these challenges and established a more unified communication system, improving workflows and patient throughput. One clear indicator of the improvements was a significant decrease in patient left without being seen (LWBS) rates. “We were in the 7% range, and we dropped that over the course of time with TigerConnect helping us down to less than 2%, we got as low as 1.5%. Our goal as a hospital system is less than 2.5%, so the goal now is just to maintain,” commented Dr. Colflesh. “What happens when you have better flow and you have less people in waiting rooms, that means more people come to your hospital, and so your systems are tested even further, and that’s a good thing, and that’s where we’re at.”  

The TigerConnect Clinical Collaboration Platform also provided a secure and centralized hub for all of Trinity Health’s clinical communication, including: 

  • Direct messaging: Securely and instantly connects care team members through one-to-one or group chats. 
  • Role-based communication: Targeted messages are sent to specific care teams or departments based on their roles.  
  • Clinical alerts and notifications: Critical information is escalated to ensure timely response to urgent situations. This streamlined communication has helped improve patient flow, reducing wait times for triage and treatment. 
  • Integration with existing systems: TigerConnect seamlessly integrates with EHRs, nurse call systems, and other hospital applications, eliminating the need for switching between different systems, and manual data entry. 
  • Enhanced patient satisfaction: Improved communication and collaboration have led to a more positive patient experience, allowing patients to feel more informed and involved in their care.  

Beyond the ED: a system-wide transformation 

The success of TigerConnect in the ED prompted Trinity Health to expand its use across the entire health system. The platform is now being implemented in other departments, such as Cardiology, Oncology, and Pediatrics, to improve communication and collaboration throughout the organization. “We know that about three-quarters of all errors, all bad things that happen in medicine, especially to someone in a hospital, usually has to do with communication,” said Dr. O’Connor. “So that is really what we are after fixing and what we’re after trying to improve. And when we do that, it does have a measurable impact on quality, safety, and that patient experience that we are after.”  

Trinity Health System’s results are a testament to the power of clear and efficient communication in healthcare. By breaking down communication barriers and fostering collaboration, healthcare providers can deliver better care, improve patient outcomes, and create a more positive experience for everyone involved. 

Ready to transform your communication methods and improve patient outcomes? Get a demo to learn how TigerConnect can help your healthcare organization achieve similar results.  

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