Improving Patient Experience with Epic Text Message System

A positive patient experience is closely linked to better patient outcomes, increased employee satisfaction, and financial benefits for healthcare organizations. As healthcare systems across the country increasingly prioritize patient-centered care, enhancing the patient and family experience has become a central focus. In the perioperative setting, continuous communication with patients’ family members is a critical component of this approach. Providing timely updates not only keeps family members informed about the surgical process but also alleviates anxiety and fosters a deeper sense of involvement and support, which is essential for both patients and their loved ones. Recognizing the importance of this, we implemented a real-time messaging system to improve consistency, efficiency, and patient-family engagement communication.
In February 2023, the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) score for the domain focusing on recovery instructions was 87.5. Noting an opportunity to strengthen this aspect of care, we introduced the family member texting system to provide automatic surgical updates directly to designated family members. This digital platform allows the perioperative team to maintain ongoing communication with families, ensuring they are informed and engaged throughout the surgical process. Family members receive customized text messages about critical aspects such as coordination of escort arrival, pharmacy information, and updates on the patient’s recovery progress. This proactive communication fosters a collaborative approach to care and helps family members feel more involved in the recovery journey.
The implementation of the texting system began in March 2023 with an educational in-service provided to all preoperative nurses. Super users were identified to ensure adequate support during the go-live phase, and enrolling designated family members for text updates became a standard part of the preoperative interview process. By integrating the system into our workflow, we created a seamless, family-centered communication channel that is responsive to the needs of both patients and their families.
Following the implementation, we monitored OAS CAHPS scores for the recovery instruction domain over the next several months. In April, May, and June 2023, scores were 96.8, 89.5, and 93.2, respectively, surpassing the pre-implementation score. This improvement in scores reflects an increase in both patient and family satisfaction, indicating the system’s positive impact on the patient-family experience. Additionally, feedback from patients and family members has been overwhelmingly positive with many expressing their appreciation for the reassurance and support the system provided.
Based on the success of this initiative, the family member texting system has been recognized as a best practice and is now recommended as part of a broader, cross-campus patient and family experience initiative. This approach not only enhances communication but also reinforces our commitment to patient- and family-centered care, ensuring that loved ones remain engaged and supported throughout the surgical experience.