Autotexting

 

 “This was wonderful, I was getting updates while I was on my way to pick him up.” - Patient family member

“The patient’s family is as important as the patient…they’re just as vested.” –Provider

 

DESCRIPTION:

Autotexting is a communication platform that provides real-time notifications for patients and families through text messages. Messages are sent when Operating Room and Emergency Department information is documented in the Electronic Medical Record, triggering automatic texts after each event. Family members are aware of their loved one’s progress throughout their stay in the Operating Room, and patients in the Emergency Department know of any upcoming steps in their care process. 

The Innovation Center collaborated with the NewYork-Presbyterian Information Technology department to drive adaption of this service. As a result, the hospital leverages an existing technology process to deliver information that is specific, yet also incremental, and therefore never overwhelming. Patients and their family members receive current information, and can refer back to what they need to know whenever they wish. Waiting rooms are less crowded and stressful. Recipients are empowered to update other family members, expanding their support system. By setting and delivering upon expectations, Autotexting has relieved some of the uncertainty surrounding a hospital visit.

 

FEATURES:

  • Immediate updates for patients, family members, caregivers, and providers
  • Seamlessly integrated into existing workflows: no extra work for the provider
  • Text messages are specific to use case, location, and work flows
  • Over 100,000 text messages have been successfully sent as of 4/15/16

 

OPERATING ROOM:

  • Family members are enrolled during pre-operation registration
  • Family member is texted after the following four events:
    • Patient enters the operating room
    • Procedure begins
    • Procedure ends
    • Patient enters the recovery room

EMERGENCY DEPARTMENT: 

  •  Patients are enrolled while in the waiting room
  • Family member is texted after the following two events:
    • Bed is ready
    • Test results are ready
  • Radiology patients are texted from Post Anesthesia Care Units (PACUs) 

 

Press:

  • In an interview with Crain’s New York Business, Chief Innovation Officer Dr. Peter Fleischut discussed how NYP’s technologies such as Autotexting prioritize simplicity to deliver influential value to our patients. Click here to read the full article. 
  • In an interview with Health Management, Chief Innovation Officer Dr. Peter Fleischut highlighted Autotexting as a patient engagement technology with multiple benefits: “From a patient perspective, when patients and their families know more about their diagnosis and treatment plan, they’re in a better position to participate in their recovery.” Click here to read the full article. 
  • In an editorial for the Huffington Post, Chief Innovation Officer Dr. Peter Fleischut and former SVP & CIO Aurelia Boyer detailed the Innovation Center’s initiatives over its first year, including the Autotexting program. Click here to read the full article.  

 

After successfully implementing Operating Room Autotexting on all six NewYork-Presbyterian Hospital campuses, we are expanding this service to the hospitals in our Regional Hospital Network. Autotexting is now live at NewYork-Presbyterian/Queens! Congratulations to our team.