Errors of Omission: The Impact of What is NOT Done on Patient Experience

Keren Stronach, MPH, Cancer Services Patient Experience Manager, UCSF Mission Hall
Systems for information gathering are designed to capture the impact of our actions and interactions with patients but not the impact of our inaction – the steps not taken – which can significantly affect the quality of care and patient experience. This presentation will review the findings from two innovative patient improvement projects designed to discover what we don’t know. We will focus on factors that tend not to be tracked or counted, such as Errors of Omission (what wasn’t done/missed opportunities), that impact patient experience. These omissions tend to be issues for which no one is accountable and are often invisible to the institution and to the patients themselves.
Related content
-
Quality & Clinical Excellence
How to Cultivate Empathy in Healthcare: A Simple Formula for Better Patient Interactions
By Katie Wyatt Are your healthcare providers struggling to demonstrate empathy? Are your patient satisfaction scores on the decline? After years of training healthcare professionals, I’ve learned that while some individuals may have a natural inclination toward empathy, anyone can cultivate this essential skill. In fact, it’s simpler than you might think. I’ve developed an
Learn more -
Policy & Measurement
Enhancing Patient Care in FQHCs: The Essential Role of a Communication Plan
By Nikki Garcia, CPXP, Patient Experience Officer FQHCs are instrumental in providing essential healthcare services to underserved communities. Their mission to offer accessible and high-quality care drives their daily operations and influences their approach to addressing the specific needs of their patient populations. By employing effective communication strategies, FQHCs ensure they remain responsive to the
Learn more -
Policy & Measurement
Unveiling Patient Satisfaction: Exploring Demographics, Interactions, and Health-Seeking Behavior
Objective: This study examined the social context of the patient visit (demographics, waiting room experience, patient-provider interaction) and their relationship to satisfaction with the quality of care when seeking medical treatment. It also examined satisfaction as a predictor variable for its effect on three patient behavioral outcomes. Methods: The study was implemented using a cross-sectional quantitative design among
Learn more