There is no doubt patient experience is one of the most crucial factors in the Healthcare industry. Check out factors that influence patient satisfaction scores and how to use patient experience data more actionable.

1. LET US PRIORITIZE
PATIENT’S EXPERIENCE…

2. AND MAKE PATIENT
EXPERIENCE DATA MORE
ACTIONABLE

3. FACTORS THAT
INFLUENCE PATIENT
SATISFACTION SCORES
• Physician bedside manner.
• Facility cleanliness.
• Nurse response time.
• Efficiency of healthcare administrators and chief
patient experience officers (CXOs)

4. SURVEY: GOALS OF THE
PATIENT EXPERIENCE OFFICE
Key CXO Goals Expected Benefits
Hit or exceed CAHPS-related targets Improve reimbursements, avoid penalties
Provide a consistent experience across
facilities
Higher patient satisfaction and loyalty
Build awareness of improving experience Staff see how better experience impacts their
role
Improve health literacy More informed patient decision-making
Address operational challenges Enable continuous improvement
Align with industry best practices Leverage evidence-based frameworks

5. Percent of
hospitals using
measure
CAHPS or HCAHPS Quality data Safety data Compliments and Complaints
Employee engagement surveys Employee metrics Operational data Financial data
Employee satisfaction measures Net Promoter Score

6. OTHER THAN THESE, THERE ARE A
FEW PATIENT SPECIFIC NEEDS THAT
NEEDS TO BE ADDRESSED

7. UNMET SURVEY NEEDS, IN ORDER OF
IMPORTANCE:
• Capture patient sentiment at point of care.
• Provide direction for point-of-care surveys.
• Capture patient sentiment beyond surveys.
• Understand the impact of the “human touch”.
• Analyze open-ended Q.
• Populate a data warehouse.
• Help healthcare organizations develop their strategy

8. WE BELIEVE IT’S QUITE
CHALLENGING TO STAY ON
TOP AS A PATIENT SERVICE
PROVIDER, BUT WE HAVE
GOT IT ALL COVERED FOR
YOU

9. QUALITY REVIEWS OFFERS INNOVATIVE
SERVICE RECOVERY TOOLS THAT PRODUCE
ACTIONABLE DATA AND INSIGHTS THAT ENABLE
REAL-TIME ADJUSTMENTS.

10. WITH HOSPITALS TODAY OPERATING ON
THE NARROWEST OF MARGINS, LOSING
EVEN ONE PATIENT OVER POOR
CUSTOMER SERVICE IS TOO MANY

11. WHAT WE DO

12. Q-REVIEWS IS OUR REAL-TIME PATIENT FEEDBACK
AND SERVICE RECOVERY PLATFORM FOR THE
OUTPATIENT SETTING
Q-REVIEWS

13. Q-ROUNDING IS OUR PATIENT EXPERIENCE
ROUNDING TOOL FOR THE INPATIENT SETTING
Q-ROUNDING

14. Q-REMINDERS IS OUR APPOINTMENT
REMINDER TOOL FOR THE OUTPATIENT
SETTING.
Q-REMINDERS
This Photo by Unknown Author is licensed under CC BY-NC

15. INTERESTED IN LEARNING MORE?
LET’S TALK.