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myHealthHub Training & Adoption Support at Southlake Health

 HealthHub’s Professional Services team delivered onsite training & adoption support at Southlake Health to increase myHealthHub platform utilization to improve patient and clinician experiences.

THE CHALLENGE:

In 2019, Southlake Health partnered with HealthHub Solutions by investing in the myHealthHub platform, supported on Integrated Bedside Terminals (IBTs). However, shortly after installation, the COVID-19 pandemic refocused hospital priorities, cancelling plans for training and adoption support measures. In 2023, during an on-site review of platform usage, it was discovered that the myHealthHub platform was underutilized. Clinical teams were not aware of the clinical capabilities the platform provided and perceived it as a device primarily for patient entertainment.

These results prompted a deeper examination of the current workflows of the clinical staff, revealing a significant gap in their awareness and understanding of the clinical value of the myHealthHub platform. A need for a tailored training plan emerged, underscoring the need for targeted education of platform capabilities and clinical enablement applications to assist clinicians in their daily workflows and enhance both patient and staff experiences.

PRE-INTERVENTION: 

THE SOLUTION:

The HealthHub Solutions and Southlake Health teams collaborated to develop a strategic digital roadmap aimed at expanding the use of the myHealthHub platform in digital healthcare at Southlake. Phase one of this roadmap focused on reintroducing the platform’s capabilities and clinical enablement applications, like On-Demand Interpretation Services, Video Calling, and Health Library, to staff through a customized Training & Adoption Support plan.

Over a nine-day period in December 2024, HealthHub’s Professional Services team delivered onsite training via unit-based, drop-in, evening, and dedicated Super User sessions. To reinforce learning and promote long-term adoption, a suite of supplementary resources was also developed and distributed. These included written and visual platform and application guides, frequently asked questions, and a custom myHealthHub onboarding video for both staff and patients, to help users navigate the platform with confidence and ease.

POST-INTERVENTION: 

THE RESULTS:

96% of staff reported improved myHealthHub understanding

Surveys completed following training sessions revealed a significant increase in staff confidence and the likelihood of use. Staff feedback indicated that the training successfully shifted perceptions of the myHealthHub platform from an entertainment service to a meaningful clinical and educational tool. Staff provided feedback for further content development, such as unit-specific educational materials, and looked forward to future projects, including bedside Meal Ordering.

Staff were more likely to use Clinical Enablement Applications

Clinical enablement applications, such as On-Demand Interpretation Services and the Health Library, received positive feedback, with staff self-reporting a significantly higher likelihood of using both applications after training, leading to enhanced care experiences for patients and improved efficiencies for clinical teams.

One-month post-training data demonstrated increases in utilization

In the one month following onsite training, there were notable increases in outgoing video calls from the bedside and Health Library utilization, compared to the six months before training, indicating an increase in patient engagement. No significant changes in on-demand interpretation services were found, due to the application’s utilization being directly tied to the needs of the admitted patients at the time (i.e., utilization will not increase if there are no change in patients requiring interpretation). Further monitoring is needed for this application to assess the impact of the training.

POST-TRAINING DATA INSIGHTS: 

  • In the one month following the upload of the myHealthHub Onboarding Video to the platform (April 2025), the video was the fourth most used application, with over 400 unique views.
  • Six months post-training, data indicates an 8% increase in overall myHealthHub platform utilization, with sustained increases in clinical enablement applications.

Interested in learning more about how HealthHub’s Professional Services team can maximize the value of your myHealthHub platform?

Contact HealthHub for an in-depth discussion on what we can do for your organization.

Refund Policy

Rental orders with HealthHub Patient Engagement Solutions are refundable within the following guidelines:

  • Days that have been paid for (paid days1 ), but cannot be used due to a service interruption3 caused by a qualified technical issue4 may be refunded at the daily rate.

  • A day is considered used 2 hours after rental start time. Rental start time is defined by the rental order.

  • Any free days2 of rental included in a multi-day rental package cannot be exchanged for money or transferred to another patient.

  • If a refund is processed before all paid days are used, any free days are forfeited.

  • Refunds are processed from the time they are requested, and will not be backdated.

  • Once a service interruption is reported, paid days will be either refunded or added to the rental period (the choice is up to the patient). Free days will be added to the rental period, and cannot be refunded or exchanged for money.

Definitions

1 Paid days = Days of service paid for with your chosen service package. All paid days must be used before the free days in a package begin. There is 1 paid day in the daily package, 5 paid days in the weekly package and 15 paid days in the monthly package. (Please note: some sites may have different rental packages).

2 Free days = Days of service that were gifted to you by HealthHub with your chosen service package. The weekly package includes 2 free days (5 paid days, 2 free days) the monthly includes 15 free days (15 paid days, 15 free days). (Please note: some sites may have different rental packages).

3 Service interruption = Service use disrupted due to a qualified technical issue, or due to being moved to a new room with a missing or damaged HealthHub terminal. (Please note: this policy applies to service delivery problems for which HealthHub is responsible; it does not apply to those for which the hospital is responsible).

4 Qualified technical issue = A technical problem that impacts service delivery or enjoyment of services on your device.
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