Reducing Anxiety and Increasing Patient-Centeredness with a Welcome Video – Kaiser Roseville Medical Center; Roseville, Calif.
Ensure that patients entering the facility consistently receive all of the information they need during their stay.
Staff developed a welcome video called, “Your Stay at Kaiser: What You Need to Know,” for patients entering the hospital.
Patients are better informed, which anecdotally means there is less fear and anxiety upon arrival and their stay is much more comfortable overall.
Kaiser Permanente Roseville Medical Center
1600 Eureka Road
Roseville, CA 95661
P: (916) 784-4000
From the C-Suite:
“We encourage patients to be an active participant in the management of their own health care. To do this effectively, they need to be well informed. This is especially true when they enter the hospital. This video empowers the patient by providing much-needed, basic information about their hospital stay—from acclimating them to their surroundings to providing counsel on where to go for what they need while they are in our facility.”
Kurt Swartout, M.D.
Kaiser Roseville Medical Center
Kaiser Permanente Roseville Medical Center is a 166-bed hospital in Roseville, Calif.
Clinical areas affected:
- Medical/surgical units; now hospital-wide
- Nursing Assistants
The video was piloted for six months in 2004 and became fully operational in 2006.
For most patients, hospitalization triggers some degree of fear and anxiety. To help their patients overcome some of their initial concerns, Kaiser Roseville produced a welcome video entitled, “Your Stay at Kaiser: What You Need to Know,” which is shown to every patient upon admission. The 10-minute DVD addresses everything from room orientation to a typical discharge process and even physician follow-up after discharge.
While the Transforming Care at the Bedside team knew that providing this essential information might not ease all patient anxieties, it believed it could help them become more informed and, as a result, more comfortable during their stay. During the pilot phase of the intervention, the team showed a “homegrown” version of the video, which was played on a portable DVD player for each patient. This was a bit cumbersome for the nurses, so the team decided to create a more polished, professional version of the DVD that could be played continuously on closed-circuit television throughout the hospital.
The Kaiser team used an outside vendor for production but drafted the script internally. It took several weeks and many iterations of the script to make sure all necessary information was included. Once the script was finalized, the team filmed for two days. The post-production process of reviewing and editing took approximately one week from start to finish. Because the video was so well received and because a large number of its patient population speaks Spanish, Kaiser also created a Spanish version using footage from the original DVD with a Spanish-speaking narrator.
Eventually, 500 videos were produced and distributed to all of Kaiser's northern California hospitals to be played on a continuous loop on the hospitals' closed-circuit television.
Advice and lessons learned:
- Make it easy to use. Staff are more likely to encourage others to watch the video if it is easy to view.
- Keep it patient centered. Because the video's primary goal is to improve the patient's hospital experience, the video needs to remain focused on the patient's needs.
Production costs for the video ran approximately $12,910. The Kaiser team believes the value-added benefits of more informed, relaxed patients and less nurse time spent answering basic questions made it a very worthwhile investment.
Promising Practices on Patient Satisfaction & Engagement
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