Patient experience is closely related to clinical effectiveness and safety. Organizations that are more patient-centered have better outcomes. Improved communication between doctors and patients leads to greater medication compliance and self-management of chronic conditions. Anxiety and fear can delay healing. While terms like "experience" and "satisfaction" are sometimes used interchangeably, they actually refer to different concepts - experience refers to aspects of care, satisfaction is an evaluation of feelings, and outcomes refer to the effect on quality of life. There are information gaps around patient experience in pathways of care, community services, social care, and specific clinical conditions.
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Patient Experience Defined. Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Patient Experience Defined. Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
The Top Five Recommendations for Improving the Patient ExperienceHealth Catalyst
Improving patient satisfaction scores and the overall patient experience of care is a top priority for health systems. It’s a key quality domain in the CMS Hospital Value-Based Purchasing (VBP) Program (25 percent) and it’s an integral part of the IHI Triple Aim. But, despite the fact that health systems realize the importance of improving the patient experience of care, they often use patient satisfaction as a driver for outcomes. This article challenges this notion, instead recommending that they use patient satisfaction as a balance measure; one of five key recommendations for improving the patient experience:
Use patient satisfaction as a balance measure—not a driver for outcomes.
Evaluate entire care teams—not individual providers.
Use healthcare analytics to understand and act on data.
Leverage innovative technology.
Improve employee engagement.
This article also explains why patient experience is so closely tied to quality of care, and why it’s a prime indicator of a healthcare organization’s overall health.
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
The Top Five Recommendations for Improving the Patient ExperienceHealth Catalyst
Improving patient satisfaction scores and the overall patient experience of care is a top priority for health systems. It’s a key quality domain in the CMS Hospital Value-Based Purchasing (VBP) Program (25 percent) and it’s an integral part of the IHI Triple Aim. But, despite the fact that health systems realize the importance of improving the patient experience of care, they often use patient satisfaction as a driver for outcomes. This article challenges this notion, instead recommending that they use patient satisfaction as a balance measure; one of five key recommendations for improving the patient experience:
Use patient satisfaction as a balance measure—not a driver for outcomes.
Evaluate entire care teams—not individual providers.
Use healthcare analytics to understand and act on data.
Leverage innovative technology.
Improve employee engagement.
This article also explains why patient experience is so closely tied to quality of care, and why it’s a prime indicator of a healthcare organization’s overall health.
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
Removing the Barriers to Patient Engagement: Stanford MedX 2014CareSync Plus
CareSync COO Amy Gleason talked to the Stanford MexX audience about removing barriers to patient engagement by connecting people with data to change the role they play in their healthcare.
Access to meaningful, useful, and easily shareable health information empowers patients by equipping them with the resources they need to feel confident in their healthcare.
How can you extend current uses of Lean Six Sigma beyond process but to incorporate empathy building? Join Jill Secord, RN, MBA, who will explore effective integration of proven approaches to accelerate quality and efficient health care services.
The biggest reason existing population health management efforts will fail to be effective is that providers have no idea of the status of a person's health if the patient is not in the hospital. Providers must create a way for patients to communicate their health for all of the days they are not inpatients.
Overview of Patient Experience Definitions and Measurement ToolsInnovations2Solutions
This publication will provide an overview of patient experience, how it is measured, and how to achieve it optimally within the healthcare setting. Sodexo’s definition of Patient Experience will also be explored.
How to Sustain Healthcare Quality Improvement in 3 Critical StepsHealth Catalyst
Many healthcare organizations don’t hold quality and cost gains because they don’t make improvement the backbone of their organization. Rather, they approach improvement as a series of initiatives. Ronald D. Snee, a fellow with the American Society for Quality states, “Many organizations focus on sustaining the gains only after improvement has been achieved. Intuitively, that may seem the correct sequence, but it is in fact backwards. The time to focus on sustaining improvement gains is well before the initiative is launched.”
Here are 3 critical organizational steps that can help sustain those gains.
Improve Patient Satisfaction: Five Things Healthcare Organizations Can Learn ...Health Catalyst
Patient satisfaction metrics are being put in the spotlight and are becoming more important as healthcare organizations transition from fee-for-service reimbursements to alternative payment models. While healthcare and the entertainment industry may seem disparate on the surface, there is much organizations can learn about improving the patient experience from companies like Disney who utilize data to understand their customers’ wants and needs in order to provide a superior guest experience. Disney creates the idea guest experience in 5 ways: 1. Understanding the guest; 2. Everyone is a performer; 3. Seeking out interactions; 4. Owning the guest; and 5. Accountability
Patient Experience Strategy: Rethinking the Fertility JourneyAliza Gold
The journey of assisted fertility (conceiving a baby through medical assistance) is a lonely and stressful one...a roller coaster of challenging emotions that, as experience designers, we hoped to smooth out.
Aliza Gold and Kijana Knight, senior designer / researchers at projekt202: a design and innovation firm, initially gave this presentation on March 26 at the Healthcare Experience Design Conference 2013. It is a case study of a service design and research strategy project for a fertility clinic: Reproductive Medical Associates of Texas (RMATx).
RMATx came to projekt202 for help with creating an excellent experience for patients of their clinic as they were planning and beginning construction on a new clinic in Austin, TX (their first two clinics are in San Antonio).
The team conducted participatory interviews with staff and interviewed patients to build understanding and develop insights. Using what we learned through our analysis / synthesis process, we created a patient journey map, a proposed layout, storyboards for concepts, guiding principles, and a program of the space document. The presentation walks through what we did and discovered, and our recommendations to the clinic. After the HxD presentation, a designer who works with post-traumatic patients said that our findings mapped well to his work and likely to other medical conditions.
Presentation: The Evolving Patient Journey
Presented by: Meredith Ressi, VP, Multichannel Marketing Solutions, Decision Resources Group
Healthcare communications today require an understanding of the complexity of patient decision making and how patients navigate the health system to get the care they need. What are the emerging trends in patient engagement, and how does channel reliance vary along the treatment continuum?
Inpatient Rounding: 30 Minutes a Week to Amazing Patient ExperienceMedAmerica Marketer
In a busy emergency department, patients can feel lost in the shuffle. No wonder patients admitted from the ED tend to score the hospital low on patient satisfaction surveys. But even after a negative experience, it’s still possible to win back patients’ loyalty. The trick is to respond quickly and with genuine compassion.
Becoming the Change Agent Your Healthcare System NeedsHealth Catalyst
I’ve met many clinical and operational leaders across the U.S. and seen how many have become progressively cynical and disengaged when faced with important healthcare reform issues like cost cutting and tight budgets. These clinicians would agree that equally important are quality and safety issues. However, most don’t have the tools available to actually measure that quality or patient outcomes. When clinicians do have access to the ability to measure, and the work together, I’ve seen enormous energy arise as they ask questions they really care about: What is quality? What do we measure? How do we achieve the best outcome?
Bookends of the Patient Experience: Improvement Strategies from Admission to ...TraceByTWSG
In this webinar, Yvonne Chase of Mayo Clinic shares strategies to improve patient experience across the continuum of care - from pre-service to post-servcie activities. This presentation shares tools and processes used to streamline patient access, coordinate patient care and conduct patient follow-up post discharge - all while monitoring patient interactions to ensure clear and accurate communication from the first point of contact to the last.
Achieving patient experience excellence through cultural transformationBeyond Philosophy
What are the key ingredients to building sustainable and growing patient experience excellence? How do you create a culture that keeps excelling and innovating? To sign up our latest webinar visit here http://www.beyondphilosophy.com/thought-leadership/webinars
Communicating Effectively: Strategies to Ensure the Quality of Communication...TraceByTWSG
Blair Wright (The White Stone Group, Inc.) presenting to Massachusetts Association of Hospital Access Managers (MAHAM) on how the quality of communicating with patients is directly linked to the perceived quality of care.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
Implement a Direct-to-Patient Approach to Increase Patient Engagement and Ret...John Reites
Article by MM&M (Medical, Marketing & Media) on 25 Mar 2015 with John Reites discussing direct-to-patient approaches to conduct innovation research models that increase engagement and retention.
Weblink: http://www.mmm-online.com/pharmaceutical/implement-a-direct-to-patient-approach-to-increase-patient-engagement-and-retention/article/405443/
The Imperative of Linking Clinical and Financial Data to Improve Outcomes - H...Health Catalyst
Quality and cost improvements require the intelligent use of financial and clinical data coupled with education for multi-disciplinary teams who are driving process improvements. Once a data warehouse is established, healthcare organizations need to set up multi-disciplinary clinical, financial, and IT specialist teams to make the best use of the data. Sometimes, financial involvement is minimized or even excluded for a number of reasons that can turn out to be counterproductive. However, including financial measurements and participation up front can help enhance the recognized value and sustainability of quality improvement or waste reduction efforts. the In this session you will learn keys to success and real-life examples of linking clinical, financial and patient satisfaction data via multi-disciplinary teams that produce impressive results.
Protocols and Evidence based Healthcare: information technology tools to support best practices in health care, information technology tools that inform and empower patients.
Jim Warren
National Institute for Health Innovation (NIHI)
The University of Auckland
The presentation was accompanied by this video:
http://www.youtube.com/watch?v=jbvmGqmIxXY
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
3. Improved doctor-patient communication leads to greater compliance in taking medication and can enable greater self-management for people with long-term chronic conditions
4. Individuals’ anxiety and fear can delay healingPatient experience Clinical effectiveness Safety Slide 0 2
5. “” “ Terminology is important The term ‘patient’ is not appropriate for many care settings. Language and policy messages must engage and motivate frontline staff. ‘Patient-centred’ is multi-dimensional: it covers both the what and the how. 3
6. Experience, satisfaction, and reported and defined outcomes, are all different concepts Patients’ reports of their experience of care come in a number of forms. 4 810 While terms such as ‘experience’ and ‘satisfaction’ are sometimes used interchangeably, with satisfaction often used colloquially, this can be confusing.
7. Experience, satisfaction, and reported and defined outcomes, are all different concepts Patient experience = direct experience of specific aspects of treatment or care Patient satisfaction = an evaluation of what happened, reporting the patient’s feelings about the experience of care, usually requiring patients to give an overall rating based on their whole service experience Patient-reported outcome = patient’s perspective on whether a procedure improved quality of life Patient-defined outcome = patients are involved in the definition and design of measures of the outcome of particular procedures or services. 5
9. Internationally recognised definition of patient centred care Compassion, empathy and responsiveness to needs, values and expressed preferences Coordination and integration Information, communication and education Physical comfort Emotional support, relieving fear and anxiety Involvement of family and friends (Institute of Medicine 2001) 7 q + ] _ s
10.
11. However, at a more detailed level, significant improvements can be seen in access, trust and confidence in health professionals remains high and most patients report being treated with dignity and respect.
12. There seems to be need for significant progress to improve issues such as the provision of information, noise in hospitals, and the engagement of patients in decisions about their care.
17. in relation to services for specific clinical conditionsSlide 0 9
18. Systematic difference in feedback from different groups 10 Age: Older patients generally more positive than younger patients Ethnicity: Variations between black and minority ethnic (BME) groups and their white British counterparts. Where differences do exist, most are negative Health status and disability: Patients with poor health status, poor mental health and disabilities significantly more likely to respond negatively Gender: Differences exist but effects were not consistent across surveys
19. Qualitative information collection methods Semi-structured and in-depth face to face interviews Discovery interviews Web based free text comment (e.g. Patient Opinion) Focus groups Complaints, letters and cards Patient diaries Observation 11
23. 13 Conceptual model of a multi-tier healthcare system showing generic functions at each level National Policy formulation and infrastructure Regional Performance monitoring and macro-management Organisational Operations management Team and individualClinical service provision and individual accountability Adapted from Leatherman and Sutherland (2003)
40. Happy staff = happy patients Staff who are satisfied and engaged with their work are more likely to communicate well with patients, to therapeutic benefit Stress and burn out affect recently-qualified nurses’ capability to provide high quality care Improved team working is good for the mental health of both staff and patients Hospitals with high levels of staff satisfaction score well on patient perceptions of experience 19
41. Uses of qualitative information Answers to questions: What happens? How? Does it matter? Why? Relationship between contexts, events and behaviours Rich, detailed, descriptions of contexts and practices Slide 0 20 Good for: Not good for: Making generalisations Answers to questions: How many? How often? How typical? Or How different? Comparisons of quality between services and organisations
42. Uses of qualitative information Good for: Not good for: Insights into the meanings for patients and families Insight difficult to measure but important aspects of experience Motivating audiences Reminding case-hardened staff of the human dimension Slide 0 21
43. Uses of quantitative information Answering questions: How many? How often? How typical? How different? Monitoring changes over time Showing how patients rank events and experiences Measuring differences within and between patient populations Slide 0 22 Good for: Not good for: Insight into the nature and meaning of experiences Explanations of rankings Bringing to light serious deficiencies Explaining why or how a mechanism or incentive works Explaining why a change occurs
44. Uses of quantitative information Good for: Comparative assessments Measurement against numerical targets Benchmarking Slide 0 23
92. Priority recommendations Co-ordinate and align DH programmes to agree common approaches to language, measurement, analysis and joint business planning. Patient experience should continue to be a priority for providers and commissioners. Improving patient experience is a slow and complex process. Organisations can implement quick wins, but focus needs to remain for the long haul. Ultimately patient experience agenda needs to be owned and led by frontline staff and patients working together. Fill information gaps in experiences of care pathways, community services, specific clinical services and social care. Develop capability for near real-time measurement. Co-ordinate work on improving staff experience and patient experience. 25
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