Fostering Patients’ Confidence to Manage Their Care at Home

In this case study, Banner Health shares the process changes it made to help patients feel more confident in managing their healthcare after discharge. Learn how establishing partnerships, enhancing communication between teams, and embracing a back-to-basics approach drove positive outcomes in patient experience and improved HCAHPS scores.
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By Jeannette Maré Like many people who are drawn to human experience work in healthcare, I experienced a tragedy that changed everything about how I understand myself. Just before his third birthday, my son Ben died suddenly and unexpectedly of a croup virus. I am not being hyperbolic when I say that I didn’t think
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Quality & Clinical Excellence
Experiences of Women in the Labour room: the Untold Story
Background: Childbirth experiences are some of the most sensitive indicators of the utilisation of health facilities. Women who go through the child-birthing process are reported to be faced with a range of experiences. Aim: This study described women’s experiences in the labour room. Methods: The study employed a qualitative research approach with a descriptive design.
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Quality & Clinical Excellence
Owning the Moment through Standardized Service Recovery Training
The VA New England Healthcare System developed a standardized service recovery program to improve patient satisfaction, increase customer loyalty, and build patient trust. The VA’s S.A.L.U.T.E. training model empowers staff to provide prompt service recovery when errors occur, correcting what went wrong for the patient, mending the damage the error caused, and restoring trust in
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