Elevating the patient experience

Feedback from the client

“Continuous, collaborative innovation has long helped to earn the quality of outcomes and patient satisfaction that makes HSS a hospital of choice… We’re excited to be partnering with Docent Health to codify this expertise and these capabilities into a solution that not only enables us to continue to improve our level of service, but also extends to other institutions to elevate the patient experience across healthcare more broadly.”

Louis A. Shapiro
Hospital For Special Surgery, President and CEO

Navigate and 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 Get Well (formerly known as 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.

Get Well is also an advocate for the patient experience. Treating each patient as an actual person and not just as a number in a system, Get Well 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 Get Well was both logical and natural — Get Well Navigate 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 Get Well helps

Get Well Navigate 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 Get Well Navigate. 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.

Integration powered by Redox

Once Get Well partnered with HSS, integrating their application with Epic’s EHR became a top priority. Instead of spending months building out a custom interface for this integration, Get Well chose to integrate using Redox, the leading integration-as-a-service provider.

Results, returns, and future care

This partnership has improved the patient experience workflow at HSS, helping expand the scope and quality of patient care to thousands of patients, many of whom have unique needs or have traveled in from out of state or out of the country to seek their care at HSS.

For more on Get Well and their patient-engagement platform, Get Well Navigate, click here. If you’d like to read more about HSS’s world-class services and physicians, check out their website by clicking here.