Docent Health | Hospital for Special Surgery Success Story
Since the adoption of electronic health records, gaining efficiencies has become the driving force behind many health system initiatives, but some have come to realize that defining success by patient satisfaction is just as powerful a metric. That’s why New York’s Hospital for Special Surgery selected Docent Health to aid in furthering their mission of delivering exceptional care that also delivers an exceptional patient experience.
Project Background
The Hospital for Special Surgery (HSS) is an exemplary health system. For the past six consecutive years, U.S. News & World Report has ranked them number one in orthopedics and number two in rheumatology in their national Best Hospital Report, and they continuously rank in the 99th percentile for the nation’s top hospitals in overall patient satisfaction. Truly a premier health system recognized worldwide, HSS boasts patients from all 50 states and over 100 countries.
Docent Health is also an advocate for the patient experience. Treating each patient as an actual person and not just as a number in a system, Docent recaptures the human element of medical care by considering the unique expectations, apprehensions, and hopes surrounding a patient’s care journey. These insights are used to build a customized care path to deliver a patient experience that’s both personal and impactful.
With such aligned and deeply-held missions, HSS’s collaboration with Docent was both logical and natural—Docent’s platform would give care providers a cohesive way of gaining deeper insight into who their patients are, and in doing so, appreciate and consider all aspects of a patient’s care journey.
How Docent Helps
Docent’s platform improves patient care through trained and attentive listening. Their service functions as a more cohesive extension of a patient’s electronic health record by taking into account everything the EMR doesn’t—fears, positive or negative past medical experiences, social factors that determine care needs, apprehensions about care, and anything else a patient expresses.
HSS Ambassadors work directly with patients to gain an in-depth understanding of how they expect their care journey to go, from admittance to discharge, via the Docent Health platform. Ambassadors use these nuanced answers to build a personal care journey that’s complementary to clinical care, resulting in a patient experience that is more rewarding and satisfying for everyone involved.
