Patient Perspectives on Outstanding Experiences
This paper explores how the quality of staff interpersonal skills influences overall patient experience. The communication skills of hospital staff are often what have the largest influence on patient experience, and events before and after hospitalization also exert a surprisingly large impact. These are over-arching conclusions highlighted by the National Patient Experience Study (NPES), a national survey conducted by J.D. Power that examined the experiences of 3,500 recently-discharged inpatients. Through sharing details of the study, this paper offers insight to help healthcare organizations focus on the power of positive interactions.
Related content
-
Staff & Provider Engagement
Caring for the Workforce: Five Strategic Areas to Address Well-Being in Healthcare
The Beryl Institute releases “Caring for the Workforce: Five Strategic Areas to Address Well-being in Healthcare,” identifying the efforts of organizations in addressing the health and wellness of employees and the impact of their efforts on staff engagement, patient experience and organization culture. The paper is based on results from a community inquiry and complemented
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
Round & Coach: Engaging Clinicians & Patients to Improve Communication and Care
This webinar presents four ways BSWH Hillcrest Medical Center improved HCAHPS scores to the 90th percentile. Discover how they incorporated elements of Relationship-Centered Communication to improve nurse and doctor communication. Learn how they engaged patients through consistent rounding. Key takeaways also include how capturing real-time patient feedback contributed to their overall success. Learning Objectives –
Learn more -
Culture & Leadership | Quality & Clinical Excellence | Staff & Provider Engagement
Elevating Experience
The pandemic generated unprecedented personal and financial pressures within the healthcare industry. Given this environment, there is a need for clarity and alignment around where and how experience fits into the strategy going forward. This webinar provides a human-centered viewpoint along with a business case for embracing a contemporary approach to experience as a powerful
Learn more