Woodland Hospital, part of Ramsay UK, has transformed its post-procedure care using digital Patient-Reported Outcome Measures (PROMs). If a patient’s post-procedure outcome is lower than expected, staff are automatically alerted. Jo Milton, Head of Clinical Services, shares how Woodland Hospital utilises PROM alerts for more timely interventions and personalised follow-up.
Watch Jo’s quick video to hear their story or read on for a summary.
Process for less-than-expected outcomes
Woodland Hospital’s process for responding to patients with less-than-expected outcomes via PROMs follows a clear and structured approach:
1. Patient Completes Questionnaires
Patients fill out a pre-procedure questionnaire before their surgery and then complete the same questionnaire six months after their procedure.
2. Email Alert Triggered
If the patient reports low outcomes in the post-procedure questionnaire, Jo or other clinical leads are automatically notified via email.
3. Review of Patient’s Care
Upon receiving the alert, the clinical team reviews the patient’s outcomes, noting whether the patient is still under the care of a consultant or has been discharged.
4. Direct Patient Contact
The team contacts the patient via phone to discuss their current situation and concerns. They listen to the patient’s issues and gather more details about their condition.
5. Follow-up Action
Based on the conversation, the clinical team arranges follow-up care. This may involve scheduling an appointment with a physiotherapist, arranging a consultant review, or other necessary interventions.
6. Continued Monitoring and Support
After the intervention, the team follows up with the patient to ensure their needs are met and that their recovery is on track. If any additional care is needed, further actions are taken.
The benefits
Jo exclaims that the “whole process has improved both our outcomes and our responsiveness to patients' issues post-procedure.” She shares an example: In one case, a patient who had undergone knee surgery reported a low score. The patient, surprised by the hospital’s responsiveness, was promptly scheduled for a consultation and additional physiotherapy, leading to a significant improvement in their recovery.
The patient shared:
“I was shocked and delighted when Jo called me less than an hour after I had filled out the feedback form. I was seen by my consultant the same week and I couldn't be happier! Thankyou so much!” - patient
This case was one of many where patients benefited from swift interventions, resulting in improved satisfaction and health outcomes.
Woodland Hospital’s PROMs have also proven particularly valuable in addressing the needs of patients waiting for further procedures, such as those awaiting knee, hip, carpal tunnel, or cataract surgeries. The system has helped the clinical team bring forward necessary operations and address patients’ concerns more proactively.
Woodland recognised for leading the way
Woodland Hospital’s efforts have not gone unnoticed. Their use of data-driven alerts to enhance patient care has earned them a place on the shortlist for the Private Healthcare Information Network’s (PHIN) 'Best Use of PHIN Data' award. This recognition celebrates healthcare providers who innovate with patient-reported data to improve care quality, and Woodland Hospital’s approach exemplifies this.
Conclusion
In conclusion, Woodland Hospital is leading the way in using PROMs to drive real improvement in patient care and outcomes. Thank you, Jo and your team, for sharing your story and process!