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Juvo Patient Risk Management and Patient Experience Workflow
2018 Midas Symposium – September 16-20 – Tucson, AZ 1
It is the start of the workday at Midas Health System. Our Patient Experience Coordinator and Patient Risk Manager have logged into Juvo to start their day.
While many aspects of these roles are different, in Juvo their base workflows are very similar:
• Access, sort, and filter worklist to manage work
• Record investigative documentation and referrals in the event
• Cover staff absences by easily adjusting worklist filters
• Service Recovery– Client-controlled system parameter defines the use of the
service recovery functionality• Yes = Service recovery question shows on General tab and a yes response to the
Service recovery question on the General tab activates the Service recovery tab
• NO = Service recovery question and tab are hidden on all Patient Experience event forms
– A Service Recovery Item dictionary allows the client to define goodwill gestures they use in their organization along with the dollar value and effective dates of each item
• Appeals Process Tracking– Allows the client to track any review conducted after an event
has been closed– Provides for separate tracking of the initial event and appeal
AHRQ Common Format elements• Distributed Risk event forms are based on AHRQ Common
Formats for Acute Care version 1.2
• Fields and associated dictionaries provide standardized data capture for ease of benchmarking and reporting to Patient Safety Organizations
• Individual questions on the distributed Risk event forms can have branching logic in the background that will answer 2-3 questions found in the AHRQ Common Format documents
• Several of the distributed Risk event forms are designed to capture multiple events, such as a Healthcare-Associated Infection along with a Surgical Site Infection. Instead of completing two separate forms, either form can trigger another tab to capture the additional information.
Juvo Patient Risk Management and Patient Experience Workflow
2018 Midas Symposium – September 16-20 – Tucson, AZ 8
Staff entering and working events for Patient Experience and Patient Risk Management in the Juvo main application will find a similar flow to the event forms.
• Encounter and Patient details across the top
• Form name and ID in common location
• Common form layout
• Tabular structure – tabs relevant to investigative activities are visible• Service recovery
• Referrals
• Additional tabs for multiple-event risk entry (e.g., HAI with SSI)
• Vertical and horizontal scroll bars
Juvo Patient Risk Management and Patient Experience Workflow
2018 Midas Symposium – September 16-20 – Tucson, AZ 10
Frontline staff entering events through Remote Data Entry (RDE) for Patient Experience and Patient Risk Management will find a similar flow to the event forms.
• Limited Encounter and Patient details across the top
• Form name and ID in common location
• Common form layout
• Tabular structure – tabs not relevant to frontline staff are hidden
• Vertical and horizontal scroll bars
• Event submission buttons in common location
• Successful submission notice
• Ability to add another event for same encounter or patient without re-entering the search information
Juvo Patient Risk Management and Patient Experience Workflow
2018 Midas Symposium – September 16-20 – Tucson, AZ 13
Escalation from Patient Experienceto Patient Risk Management
Our Patient Experience Coordinator has been working a Grievance event that upon further investigation may need to be escalated to the Risk Manager.
The Patient Experience Coordinator can do this in the Patient Experience event form by initiating a Request Risk Event form, then can continue to work the Patient Experience event until he or she hears back from the Risk Manager.
If the Risk Manager agrees this needs to be handled as a risk event, he or she can provide a response to the Patient Experience Coordinator and initiate a new Risk event right from the Request Risk Event form.
Initiate a Request Risk Event
Juvo Patient Risk Management and Patient Experience Workflow
2018 Midas Symposium – September 16-20 – Tucson, AZ 15