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.

2. Ryan Abernethy
Performance Improvement Project Manager
Florida Hospital East Orlando

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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6. • Builds trust, creates belonging, delivering hope
• Reduces patient anxiety
• Reduces errors
• Improves patient compliance
• Improves clinical outcomes
• Improves patient perception of care
• Increases employee satisfaction & retention
• Builds customer loyalty

7. “To Extend the
Healing Ministry
of Christ”

8. • Government created the HCAHPS survey as a
way of consistently measuring hospital
performance
• Government is incentivizing value over volume

9. 1.50% Base
operating
DRG
payments
HCAHPS Composites
(30% Weight)
Outcomes
(30% Weight)
Core Measures
(20% Weight)
Efficiency
(20% Weight)
Focus has shifted from quantity to quality

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

11. • Frequency scale
• Scores reported as “Percent Top Box”

12. • Always
• Usually
• Sometimes
• Never

13. Hospitalcompare.hhs.gov

17.  Hourly Rounding
 Nurse Leader Rounding
 Physician Nurse Rounding
 Bedside Shift Report
 Discharge Phone Calls
 Simulation
 AIDET

18. Pain
Potty
Position
Periphery
Parting
• Set expectation of hourly rounding
• Update communication board
• Key words at key times
• Medicine communication
• Manage up yourself and team

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

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.

23. Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Risk Considerations
Patient Satisfaction and
Risk
Physicians with low patient
satisfaction results are more
likely to have complaints
For every one point decrement in
satisfaction scores:
– 6% increase in complaints
– 5% increase in risk
management events
Patient Complaints Predict
Malpractice Events
8% of physicians account for over
85% of claim payouts
Quality of relationship between
the patient and doctor=most
important factor in predicting who
will sue
Stelfox HT, et al. The American Journal of Medicine
2005; 118: 1126-1133

24. Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Malpractice Litigation-Cited Reasons
Didn't listen
Didn't return phone calls
Showed little concern or respect for patient condition
Rude
Didn't spend enough time
Didn't answer questions adequately
Patient Complaints and Malpractice Risk, JAMA 2002

25. Thank you!