The Four Cornerstones of an Exceptional Patient Experience
A focus on the patient experience has forced new conversations to the forefront of hospital operations. The current requirements to publicly report HCAHPS scores ties the amount of reimbursement directly to levels of service performance. This paper highlights the results of two new surveys that illuminate the importance of the patient experience and describes the components of a successful service culture. Characteristics of top performers are detailed followed by case studies that illustrate service excellence. Leaders in high performing organizations keep service efforts visible by identifying clear goals and establishing accountability. By engaging staff at all levels of the organization, and allocating the appropriate personnel and time as a foundation for improvement, these organizations are showing measurable gains in the patient experience. Organizations that build an effective culture of service have mastered the art and science of putting patients first, which is the essential ingredient of a successful patient experience.
Related content
-
Culture & Leadership | Infrastructure & Governance
Phoneside Manners: Strategies for Effective Communication
2pm ET / 1pm CT / 12pm MT / 11am PT – As the first point of contact that a patient has with your office, what transpires after the phone’s first ring can set the tone for the entire patient experience and impact patient satisfaction. Phoneside manners occur before a patient even walks through your
Learn more -
Infrastructure & Governance
Empowering Nurses in Changing Times
Antoinette Thomas, RN, MSN, Chief Nursing Officer, Oneview Healthcare, explains how times have changed for nurses and provides tips on how we can empower nurses through an investment in technology.
Learn more -
Culture & Leadership | Infrastructure & Governance | Quality & Clinical Excellence | Staff & Provider Engagement
Leader Rounding: A Proactive Approach to Improve Experience
The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.
Learn more