Insights
Nov 23, 2016 _ insights
It’s Not Working: An Analysis and Fresh Approach to Patient Experience
In most healthcare systems, patient experience initiatives have largely focused on responding to episodic items identified in patient surveys. While this is a logical approach considering how intangible the realm of patient experience can seem, according to The Advisory Board satisfaction scores have risen just .03% per year on average. With the current financial pressures placing a premium on making patients happy, patient satisfaction is more important than ever. To achieve a higher success rate, organizations must pay attention to both the variety and quality of encounters people have throughout the facility, not simply the interactions critical touchpoints.
At this Healthcare Design Conference presentation, Mike Lied, Erin Schmidt, and Anne Schwab shared insights about cultivating a patient experience that can truly enhance, reflect, or transform care delivery requires acute consideration of each step in the patient journey. Their analysis of the patient experience in ambulatory care environments includes a cross-section of clients that serve a variety of socio-economic backgrounds.
Since there is no such thing as a universal patient experience, their presentation shared a roadmap from arrival to destination to departure that supports a multi-faceted approach to the spectrum we call patient experience.
View their full presentation here.
