4:20 - 5:50 pmSaturday, September 28
LK 130
Using real-time feedback technology for assessing patient and staff satisfaction
LK 130
Using real-time feedback technology for assessing patient and staff satisfaction
Professor and Chair of Anesthesiology and Critical Care, University of Pennsylvania Perelman School of Medicine
Founder, Chronic Curve
Chief Resident, University of Pennsylvania
Robert P. Luciano Professor of Health Care Policy at the School of Public Affairs, Baruch College
Attending Physician, Pediatrics, Children's Hospital of Philadelphia
Patient feedback is becoming a material component in the healthcare landscape, particularly as it impacts payment, reimbursement and performance metrics. Today, emerging information and technology innovations... Read more


Patient feedback is becoming a material component in the healthcare landscape, particularly as it impacts payment, reimbursement and performance metrics. Today, emerging information and technology innovations in patient satisfaction and engagement not only hold tremendous promise in streamlining patient-centered care but also raise complex questions about the role of the patient as consumer in a rapidly changing marketplace.

Yorn is a groundbreaking and easy-to-use, real-time feedback platform, designed to enable patients, family members, and clinical staff to provide feedback on any healthcare experience. Providers and payers can identify root causes of issues and make appropriate operational changes that improve patient experience and satisfaction. Yorn delivers clinical and economic benefits that can correlate to higher quality ratings on performance.

The utilization of Yorn represents a specific example of how institutions and care providers can use mobile technology to empower patients to provide real-time feedback on their experiences. Such feedback can offer unprecedented insight and create opportunities for rapid cycle continuous improvement.

Panel Goals and Objectives

  1. Describe how real-time feedback technology can be used to assess patient and staff satisfaction
  2. Describe how real-time technology can be used to meet health care performance improvement and leadership standards (e.g., The Joint Commission)
  3. Identify and explore the changing role of technology in empowering patient engagement while influencing health care delivery and practice
  4. Address the complex nature of a variety of interrelated issues including security, HIPAA, HCAHPS, rapid cycle continuous improvement, diverse patient populations, etc.

When I started my website, Chronic Curve, back in 2010, I did not knowingly enter the world of patient advocacy. What started as a personal outlet has grown into a community for other adults with chronic diseases and chronic pain; specifically types of autoimmune arthritis and auto inflammatory diseases.

Patient advocacy—especially in the context of social media outreach—has really only just started to establish its place in health care. The growth of Chronic Curve has nurtured an incredible passion for improving the doctor-patient relationship and utilizing social media as a tool to connect patients with their clinicians, improve communication, and break through the stigma of chronic pain and chronic pain management. While I bring many ideas, a unique perspective, and my own personal experiences to the table, I want to learn how to better build a bridge between patients and their physicians and grow as a more effective patient advocate.

I hope to share and brainstorm ideas with others; create lasting connections with fellow attendees; better understand the field of patient advocacy and innovation as a whole; and gain fresh perspectives from individuals with far more knowledge and experience than myself. ePatients are far more powerful when we come together for the cause, and it is community that advances awareness, funding, innovation, and ultimately success in improving patient care. I hope to gain insight into how others work to improve the doctor- patient relationship, how other patients in different advocacy communities are sharing information with their physicians, and gain outside perspectives on patients and issues like chronic pain management and patient care.

Meera Gupta, MD MSCE, is a chief resident in general surgery at the University of Pennsylvania.  She recently completed the University of Pennsylvania Health System Resident Healthcare Leadership in Quality Training Track and earned a Master's Degree in Clinical Epidemiology and Biostatistics from the University of Pennsylvania. Meera conducted a pilot study using a novel mobile communication platform capturing patient-generated comments and ratings during their hospitalization.  Her study focused on provider response to patients and follow-up patient satisfaction scores.  Dr. Gupta plans to practice in an academic setting and focus on patient-centered care and innovative approaches to healthcare delivery.

Shoshanna Sofaer, Dr.P.H. is the Robert P. Luciano Professor of Health Care Policy at the School of Public Affairs, Baruch College, City University of New York.  Dr. Sofaer’s major research interests include patient engagement, patient-centered care, patient experience surveys, public deliberation to guide health policy, comparative quality and cost reporting and developing quality measures that resonate with the public.  She is recognized for her expertise in qualitative and mixed methods research, and teaches, presents and consults widely in that area.  She has over 60 publications in peer reviewed journals and has completed over 40 research projects.

Rick Rasansky is a patent-holding entrepreneur, technologist, and innovator with over two decades of leadership experience developing cutting edge companies spanning technology, software, wireless communications, financial & consumer services, hospitality and healthcare.

As a graduate of the Wharton School, Rick has a proven track record in building or re-focusing companies, with a core cultural focus on improving the customer experience. His current endeavor with Yorn leverages extensive experience in consumer and hospitality-focused businesses to give physicians, nurses and staff direct, timely, and actionable patient feedback that enable providers and payers to make appropriate operational changes that improve patient experience and satisfaction.

Samuel S. Fager, A.B. (Princeton) M.D. (Drexel), M.B.A. (Wharton), J.D. (Georgetown), is the Chief Medical Advisor for yorn.com. He completed his residencies at Philadelphia Children’s and Columbia-Presbyterian and his Robert Wood Johnson Clinical Scholar fellowship (the Joint Program at the Stanford and the University of California at San Francisco), then served on the medical faculties of the University of Pennsylvania, Cornell, and Yale, and also surveyed and lectured for the Joint Commission for 18 years. Currently he is an independent health care regulatory consultant, an Emeritus Medical Staff member of Children’s Hospital of Philadelphia and a guest lecturer at Wharton.

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