Exploring the Future of Experience Measurement
This paper is grounded in accounts from measurement providers, healthcare leaders and patients, families and care partners who emphasize how they currently engage in measurement practices and how they can improve in the future. Participants illustrate the necessity of making measurement practices the best they can be for improved experience, especially during this challenging time of a global pandemic and world-wide social dissonance on racism and equity. This paper also expands on recommendations found in a recent position paper from the Patient Experience Policy Forum (PXPF) via Health Affairs entitled, It’s Time to Take Patient Experience Measurement and Reporting to A New Level, released as the healthcare crisis was unfolding globally.
Related content
-
Policy & MeasurementInterventions that improve patient experience evidenced by raising HCAHPS and CG-CAHPS Scores: A narrative literature review
Hospital administrators and researchers often use large, standardized surveys that examine patient satisfaction to evaluate whether interventions improve patient experience. To summarize the breadth of these interventions and how large, standardized surveys are used to evaluate them, a multidisciplinary research team conducted a review. They used PubMed and Google Scholar searches, reviews of reference lists
Learn more -
Policy & MeasurementUsing Experience-based Design to Understand the Patient and Caregiver Experience with Delirium
Amy London, Product Innovation Specialist, Virginia Mason Medical Center, shares how using experience-based design was an innovative framework to increase their understating of the experience during and following episodes of hospital acquired delirium. Read associated PXJ article
Learn more -
Policy & MeasurementRedesigning Your Approach to Patient Grievances to Improve Experience
UMass Memorial Medical Center transformed its grievance process to better respond to patient feedback by redesigning three key areas. Learn how building strong relationships with leadership, taking a proactive approach, and implementing “Standard Work” led to faster, more thorough responses, ultimately improving patient satisfaction and reducing response times.
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events