5 Questions to Ask When Selecting a Solution for Rounding Success

One of the many areas of healthcare technology that has seen rapid growth is digital rounding solutions. Many organizations are making the transition away from traditional pen and paper rounding to electronic and often mobile data collection systems. Real time alerts, efficient data collection, positive patient perception of care, and simplified reporting are just a few of the benefits that make digital rounding attractive.

The rounding solution options available today range from simple survey style data collection tools to comprehensive solutions that combine data collection with workflow to make the data collected smart and work for you. It is key to understand what your hospital system’s unique needs are and how to best assess the solution that meets those needs the best.

Are you ready to ditch the pen and paper approach? Do you have an existing rounding solution but are still struggling to sustain HCAHPS scores? Whether you are new to digital rounding solutions or looking for a replacement, evaluating and selecting a new technology doesn’t have to be a daunting task. Use the questions below to help you determine which rounding solution is best for your organization.

Will the solution meet your needs?  

You have a problem or requirements that warrants the purchase of a digital rounding solution. There have been numerous examples of organizations that have purchased a software solution, implemented it, and then shelved the solution while still paying for it. The solution simply did not meet their needs as expected.

Don’t get caught in the same situation. You need more than an app. You need a solution that will operationalize your processes, while providing visibility system wide to risks and escalations.

Give the vendors that you are evaluating a list of your top requirements. How do I see the rounding history on a patient? Is the reporting robust enough to show trends? Will the solution integrate quickly with other systems? Have them demonstrate how their system satisfies these requirements. Your investment can’t pay for itself sitting on a server just taking up storage space.  

Is the solution easy to use?  

Demos are a great opportunity to view all of the bells and whistles that a solution has to offer. As you view the demo, you should be able to envision how you will use the solution within your organization.

Does the solution have voice-to-text features? How much data entry is required versus simply tapping buttons and swiping? Does the administration console have easy to configure dashboards with KPIs that aggregate trends?

Ask if you can get some hands on time playing around with the solution. Rounding is all about personal interaction with the patient while collecting data about their experience. Does the solution incorporate the interaction or are you looking at the screen instead of the patient? A hands on demo makes it easy to see if the solution is as easy to use as those demonstrating it make it look. 

Is the solution adaptive and flexible?  

Companies that provide solutions understand that clients will have unique needs.  What works for one, may not work for the other. Solutions should be designed around a platform that allows it to adapt and expand to meet needs now and in the future as they become apparent. 

For example, can the questions be easily changed? Can I have different questions for a different unit or department? Will it allow me to round on a staff member as well as a patient?

You don’t want to go through the process of choosing a product each time you have a new need. Investing in an adaptive, flexible solution which can do more than rounding, will continue to pay you back for your investment year after year.

What is the total cost of the solution? 

The airline industry provides a great example of understanding the total cost of a purchase. For some airlines, there is a cost for the seat and an additional cost if you want to select that seat or have it assigned to you at the airport. Then, you add on luggage fees for checked luggage and few charge to carry it on in the cabin. The variations make it hard to compare costs across airlines without a spreadsheet.

Make sure the rounding solutions you are evaluating aren’t the same way. All-inclusive options may appear expensive, however when you add the basic solution with the price to add-on modules, the training fees, and support costs, such as expensive onsite visits, it makes a difference.

It’s better to understand the total cost upfront and not when you receive the invoice. Also, don’t forget to ask for an ROI demonstration. Effective rounding technologies pay for themselves quickly!

What support will you receive after the sale?  

The purchase is made. The solution is implemented. But wait—a technical issue with the software arises or you need help understanding a feature that isn’t working as anticipated. What support is available to help you tackle these situations? It’s great to see a company with an awesome product that meets your needs, but how is their customer service team?

The customer service team will (hopefully!) be your best friend as they are now your communication point after the sale. Take a look at what they have to offer. Are you provided multiple communication options so that you can pick the one that works for your organization?

If you call, do you get an automated prompt or a live person? What are their SLAs for returning calls, responding to emails, or better yet, resolving your issue? Most importantly, what level of account service is free and what is add-on costs? When comparing rounding solutions that appear to be apples to apples, customer service may be a key differentiator to seal the deal.

Selecting the right rounding solution for your organization doesn’t have to be a daunting task. There are solutions available that leverage technology to meet the healthcare industry’s rounding needs, with the depth to adapt as things change. Stay true to your needs. The smart solutions and vendor will bring you the value and positive patient experience outcomes.

Lauren Walling

Lauren Walling is a graduate of Emory University with a degree in Industrial Psychology, as well as an MBA from the John Sykes School of Business from The University of Tampa. She currently sits on the Board of Fellows at the University of Tampa, and is a member of the Healthcare Business Women's Association, National Association of Professional Women, and the Morton Plant Skip Cline Society. Lauren works with large Healthcare Systems implementing Patient Experience Solutions that streamline processes, increase patient experience and improve quality and safety. 

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