Engaged and Empowered Staff Fuel the Ambulatory Surgery Center Patient Experience
In 2016, when CMS announced new ways to measure patient experience, our goal was to get out in front of the new requirements by taking a close look at each aspect of our patients’ experience and assess our readiness to meet those requirements with people, processes and tools. Our context for change was written in the measures from the OAS-CAHPS survey: quality of communication and care by both providers and office staff, and preparations for surgery, discharge and recovery.
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Policy & Measurement
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Policy & Measurement
The effect of service excellence training: Examining providers’ patient experience scores
Previous research and applied work has shown that communication-based training has the potential to impact important outcomes for healthcare organizations. Our institution developed and deployed Service Excellence, a communications-focused training, in our large academic cancer-focused healthcare system. In this study, we investigated whether patient experience improved for those with care providers who completed Service Excellence,
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