Patient Experience. We all hear about it all the time, but what does it really mean? Why is it important? And how is it measured? Answers to all of those questions can be found in this presentation.
3. Graduated from UCF in 2011 and 2013
Bachelor’s Degree: Business Administration
Master’s Degree: Health Services Administration
Current role: Performance Improvement Project
Manager at Florida Hospital East Orlando
4. Past roles:
Patient Experience Analyst, Florida Hospital System
Graduate Assistant, Rollins College
Resident Assistant, University of Central Florida
Volunteer Services Intern, Florida Hospital East Orlando
5. • 91.3% of patients want to be addressed by their name
• 72% of patients are unable to list medications they take
• 58% of patients are unable to recite their own diagnosis
• For every customer that complains, 20 dissatisfied customers do not
• It is 10x more expensive to recruit new patients than to keep the old
ones
Makoul G, Zick A, Green M. "An evidence-based perspective on greetings in medical encounters." Archives of Internal Medicine 167 (2007):1172-1176
Mayo Clinic Proceedings, 2005
Press Ganey. "Return on Investment: Patient Loyalty Pays." 2007.www.PressGaney.com.
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10. • Hospital Consumer Assessment of
Healthcare Providers and Systems
• A national, standardized, publicly
reported survey developed by CMS
• Goals of HCAHPS:
Produce comparable data about
patients’ perspectives
Improve scoring through
transparency
Increase accountability
19. Conduct quarterly skills labs on
patient experience initiatives
Work with nurse leaders to develop
scenarios to run with nursing staff
Provide coaching and feedback to
staff to improve performance
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21. • Shadow physicians and provide
constructive feedback on communicating
with patients and their families derived
from best practices
• Provide coaching to increase physician
communication and HCAHPS
• Provide monthly updates to physicians on
HCAHPS performance
22. Decreased malpractice risk and liability
Increased clinical outcomes and safety
Increased patient compliance
Decreased readmission rates
Increased patient loyalty and satisfaction
Source: Press Ganey Associates, Inc.