GI Unit Leadership: EQuIP Your Team for Success (Virtual) | February 2024-09_Fleming

09_Fleming_Patient Experience

Pdf Summary

In her presentation, Lisa Fleming discusses the importance of mastering the patient-centered experience in healthcare. Patient experience encompasses interactions with the healthcare system, including care from various providers and facilities. Patient satisfaction measures contentment with healthcare services received. Enhancing the patient experience is vital as it can improve engagement, comfort, outcomes, safety, and satisfaction, ultimately leading to reduced readmissions and better care quality.<br /><br />Methods of measuring patient experience include tools like OAS CAHPS surveys, which can monitor satisfaction data. Strategies for enhancing patient experience include waiting room improvements, noise reduction, complimentary services, and effective communication. Diversity, Equity, and Inclusion (DEI) are crucial in providing optimal care tailored to patients' needs, such as considering cultural considerations, access, and building a culturally competent team.<br /><br />Fleming emphasizes that every patient encounter shapes their experience, and healthcare providers should understand and act upon patient experience data. Continuous improvement, communication, collaboration, and remaining focused on patient-centered care are key for a successful patient experience. Monitoring patient satisfaction data and fostering a DEI-focused environment are essential priorities in delivering high-quality care.

Keywords

Lisa Fleming

patient-centered experience

healthcare

patient satisfaction

patient engagement

care quality

OAS CAHPS surveys

patient experience measurement

diversity equity inclusion

continuous improvement