How a Big-Time Hospital Creates a Small-Town Patient Experience

"Although the HCAHPS questions specifically focus on the inpatient stay, we need to remember that is beyond the walls of the inpatient unit," she says. "Access to the hospital, first impressions, last impressions, billing, and way-finding all play a part in the patients' overall perception of their experience, whether specifically measured or not."

A team-based approach to patient experience is needed for large academic medical centers and health systems, she says. At NYU Langone, this means coaching physicians and staff on how to engage patients to achieve better satisfaction outcomes based on their interactions. The patient experience team and medical staff discuss strengths and opportunities regarding courtesy, respect, listening, and explanation of the patient's condition in a language they can understand.

Setia says she and her team train medical staff to ask the patient "What questions do you have that I can answer before I leave?" instead of "Do you have any questions?"