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
-
Infrastructure & Governance | Patient Family & Community Engagement
A Healthcare System Woven into the Community it Serves: Returning to the Place of My First Patient Experience
On the Road with St. Joseph’s Health – Wayne/Paterson, NJ – May 2019 by Jason A. Wolf, PhD, CPXP A Cornerstone of Compassion Our latest On the Road presented a profound opportunity for me. Not only is St. Joseph’s Health and its flagship St. Joseph’s University Medical Center housed in one of the most diverse
Learn more -
Infrastructure & Governance
The Role of Revenue Cycle in Elevating the Human Experience in Healthcare
This paper, published in collaboration with Healthcare Financial Management Association, explores how revenue cycle plays an integral role in a person’s experience well before and after a clinical engagement.
Learn more -
Infrastructure & Governance
Mitigating Unconscious Bias to Improve Patient Experience
Unconscious bias is the mechanism of our brain that allows us to make shortcuts to quickly interpret and respond. For this very reason, awareness training is key and Barbara Warren with Mount Sinai Health System provides four tips to address unconscious bias.
Learn more