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Patient Experience Excellence

By Jonathan Bees  
   August 01, 2017

For example, 64% of respondents say that their organizations use process improvement methodologies such as Lean or Six Sigma to improve patient experience, indicating that a greater share of respondents are using process improvement than using a chief experience officer. 

Perhaps not surprisingly, the use of process improvement methodologies is correlated with organizational size, which makes sense given the difficulty of managing patient experience across a large enterprise and the corresponding need for a more disciplined approach.

Note that a greater share of respondents from health systems (77%) and hospitals (74%) than physician organizations (26%) say that they use process improvement methodologies to improve patient experience. And based on net patient revenue, a greater share of large organizations (82%) than medium (76%) and small organizations (50%) say that they use this.

Patient Experience Improvement Areas

The survey divides patient experience improvement areas into a number of different categories—patient-focused, organization-focused, staff-related—to better examine the areas in which respondents are seeking improvement in an effort to meet their organization's patient experience program goals. 

It is encouraging that the leading staff-related patient experience improvement areas over the next three years are identifying concerns while patients are still on-site (53%), increased rounding (52%), and real-time patient feedback (41%) and staff-patient communications training (41%) in a tie. 

Rounding provides the most immediate feedback. Note that rounding and the presence of a chief experience officer on staff or the use of process improvement methodologies are correlated.

For example, among organizations with a chief experience officer, 62% mention increased rounding, compared to 45% without such a position.

Further, among organizations that use process improvement methodologies, 64% mention increased rounding, compared to 29% among those who do not use this approach.

Jonathan Bees is a research analyst for HealthLeaders.

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