Patient Experience Journey Lacks Defined Direction
On the other hand, nearly half (46%) say that HCAHPS is an effective measure of patient experience. "It is an effective measure of patient perceptions but should be only one of several listening tools employed by the hospital," says one. Another survey respondent offers, "HCAHPS scores help caregivers to prioritize and reach goals for patient experience."
Communication and consistency
Every single patient-staff interaction is a patient experience opportunity. The team responsible for patient experience should identify interactions that are predictable, such a patient arrivals, rounds, meal delivery, medication, preparation for procedures, and so on, and decide which training and education activities are appropriate for which staff groups.
It may be easy to underestimate the complexity of training for patient experience, since the domain for patient experience is so large and the responsibility is widely distributed. Synergies with other priorities such as clinical quality, safety, and patient care must be found, and can be found.
This article appears in the August 2012 issue of HealthLeaders magazine.
Michael Zeis is a research analyst for HealthLeaders Media.
- New G-Codes to Pay Doctors for Broad Array of Non-Face-to-Face Care
- CMS Sets 2014 Pay Rates for Hospital Outpatient and Physician Services
- States Rejecting Medicaid Expansion Forgo Billions in Federal Funds
- Douglas Hawthorne—A Chance to Do Something Big
- Telehealth Improves Patient Care in ICUs
- Why You Should Involve Patients in Nursing Handoffs
- Hospital M&A Volume Up, Value Down in 3Q
- 50 Years of Fighting Pressure Ulcers Called Into Question
- The 5 Biggest Healthcare Finance Trouble Spots
- Not-for-Profit Hospitals Find Opportunity Amid Uncertainty