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?"
- CFO Exchange: Smartphones Poised to Disrupt Healthcare, Says Topol
- How Digital Strategy Shapes Patient Engagement at Boston Children's Hospital
- Half of All Primary Care, Internal Medicine Jobs Unfilled in 2013
- CNO on Hospital Redesign: 'You Can't Over-Communicate'
- Carondelet to Pay $35M to Settle Fraud Allegations
- Consumerism Drives Healthcare Branding, Rebranding Efforts
- Some Cancer Hospitals' Quality Data Will Soon Be Public
- PA Ranks See 'Phenomenal Growth,' Lack of Diversity
- 3 Traits Personality Assessments Can't Reveal
- CA Powers Up $80M HIE to 'Create Value in the Data'