We Are Listening, We Are Learning: The Development of the Patient Experience Survey Administration
Linda C. Lombardi, PhD, Chief Strategy Officer and Chief Experience Officer, NYC Health + Hospitals | Bellevue
Nate Link, MD, MPH, Chief Medical Officer, Bellevue Hospital Center & Associate Professor of Medicine, NYU School of Medicine
In 2015, NYC Health + Hospitals| Bellevue launched Patient Experience Survey Administration (PESA) in an effort to improve the patient experience through a coordinated system of soliciting feedback and comments from inpatients in real time. The webinar will trace the development and current work in PESA underscoring lessons learned, challenges encountered and plans for improvement.
Related content
-
Innovation & Technology | Policy & Measurement
Using Narrative to Illuminate and Improve Experience
Watch this webinar for an interactive discussion through a series of five mini-case studies to illustrate the power of narrative. The case studies will focus on: (1) using an innovative digital tool to collect patient-generated contextual information and embedding at-a-glance summaries of patient narratives in the EHR (2) mining open-ended comments in experience surveys, with
Learn more -
Culture & Leadership | Policy & Measurement
PX Goal Setting in Pediatric Care
Pediatric PX Leaders discussed how their organizations set measurable and achievable patient experience goals. During this conversation, members from The Beryl Institute whose roles or responsibilities encompass the pediatric setting joined the call and learned: What key metric or question are other organizations using? Are others using raw data and/or percentile ranking? What organizations are
Learn more -
Policy & Measurement
Interventions 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