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Intel Report: Patient Experience

By Jonathan Bees  
   August 12, 2016

Perhaps when it comes to patient experience, face-to-face feedback through rounding and other staff interactions is more preferable than communicating online, which is less personal and not always done in real time.

The leading responses for patient experience infrastructure improvements over the next three years are analytics for monitoring patient experience performance (70%) and patient portals for medical records, appointments, etc. (69%) by a wide margin. Marketing, PR, or communication services (46%) and facility upgrades (45%) comprise the second tier of responses.

According to respondents, two of the top three infrastructure areas expected to provide the biggest improvements are analytics for monitoring patient experience performance (29%), patient portals for medical records, appointments, etc. (24%), and facility upgrades (17%). These are the same three areas that led responses in last year's survey.

Patient experience communication
Respondents in our survey say that nurses are the top group to receive patient experience communication training (91%), followed by other clinical staff (83%), physicians (76%), and nonclinical staff (75%). These results are nearly identical to last year's survey.

While it is encouraging that more than three-quarters (76%) of respondents conduct such training with physicians, given the importance of doctor-patient communication in patient experience and the critical role that physicians play as care team leaders, there is room for improvement.

Note that the response for training executive staff (63%) also reflects a missed opportunity, although the result is five points higher than in last year's survey. Executive staff set an example for all employees, and meaningful patient experience training at this level of the organization has the potential for wide-ranging influence.

Interestingly, among organizations with a chief experience officer or an individual with similar responsibilities, 68% have training for executive staff, compared to 59% among those without such a position.

At the bottom of the response list is off-site care partners (24%), a group that plays an important role in providing care across the continuum. While its response is up five points from last year's survey, more work needs to be done in this area as well. Off-site care partners will represent an ongoing challenge as the focus shifts to coordinating care across the continuum—providers understand that they need to manage patient experience across the continuum, but their capabilities aren't there yet.

Jonathan Bees is a research analyst for HealthLeaders.

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