The Results

Improved Operations

Before implementing the app, the call center was the only method for taking meal selections. The lines were often backed up and patients experienced long waits on hold. Now, with the app, TMC HealthCare has been able to reallocate two full-time employees from the call center.

The app also proved its value several times over when the pandemic hit. “We lost a lot of employees during COVID-19, and it was fortunate we had the app in place at that time,” commented Ruth Halter, patient services manager for Tucson Medical Center.

Effective Ordering Option

The health system identified a target number of 800 orders that needed to come in through the app for it to be considered a success. “The majority of the time I meet my goal, and I’ve surpassed it many times,” stated Halter.

To keep app usage up, hospitals need to continuously promote it throughout the facility and in a variety of ways. “We include step-by-step instructions in the welcome packets, and we promote the app during nursing shift huddles,” noted Halter. “We also include a message, in English and Spanish, about the app for patients to hear when they are waiting on hold for the call center.”

Better Hospital Experience

The leadership team at TMC HealthCare appreciates the app and how it is helping them provide a modern, elevated hospital experience. “Making good use of technology that helps patients and staff is a priority with our leadership team,” commented Halter. “The app is receiving positive feedback and is proving to be a valuable part of our processes.”

The CBORD Patient app fits in with TMC HealthCare’s commitment to technology and improving the way patients view their stay. The health system developed its own app to provide one place for patients to access their patient portal for medical information, the CBORD Patient app for meal ordering, and more. “They didn’t want the patient to download multiple apps,” Halter said. “They want them to have it all in one spot for ease and convenience.”