Managing Tradeoffs between Patient Experience and Clinical Quality

Aravind Chandrasekaran, Assistant Professor in Management Sciences at the Fisher College of Business, The Ohio State University
Clare Senot, Intern, PhD Candidate at the Fisher College of Business, The Ohio State University

This session describes lessons learned from a recent Ohio State University research study* on how hospitals can balance the dual goals of Patient Experience and Clinical Quality. Results from the study suggest that hospitals that adopt strategies to reduce errors and meet government requirements face an initial tradeoff between improved clinical quality and a decline in the quality of individual patients’ experiences. The webinar will explore how Federal and State Healthcare Regulations such as Hospital Acquired Infection (HAI) laws initially reinforce these tradeoffs but overtime help hospitals balance both patient experience and clinical quality. Participants will learn how unique characteristics of hospital leadership have proven to help mitigate the tradeoffs.