GI Unit Leadership: (Re)Starting Your Quality Program (On-demand) | February 2023-07_Kubiliun

07_Kubiliun_Patient Experience

Pdf Summary

In this document, Dr. Nisa Kubiliun discusses the importance of mastering the patient-centered experience in healthcare. Patient experience encompasses all aspects of care, including patient safety, clinical quality, and service quality. It is not always correlated with clinical outcomes, but it is a key step towards moving to patient-centered care. Improved patient experience has several benefits, such as patient retention, higher patient experience scores leading to improved job satisfaction, less turnover and absenteeism, and reduced malpractice litigation. Patient behavior, clinical outcomes, efficiency, and safety are also positively impacted by improved patient experience.<br /><br />Tools are available to measure patient experience, such as the Outpatient Ambulatory Surgery (OAS) CAHPS survey. This survey covers communication and care provided by healthcare providers and office staff, preparation for the surgery or procedure, post-surgical care coordination, patient-reported outcomes, and overall experience. For patients undergoing endoscopy, factors important to them include interpersonal skills of endoscopists and nurses, perceived technical quality of care, comfort and tolerability, adequate explanation of the procedure, and the endoscopy unit environment.<br /><br />To improve the patient experience in endoscopy units, a team approach is necessary, involving patients, physicians, facility staff, technicians, registration staff, and nurses. It is important to review survey results, incorporate them into leadership team meetings, start small by identifying areas of poor experience, communicate progress to patients and staff, and use smaller, focused internal surveys to identify variation and compare with national benchmarks.<br /><br />In conclusion, patient experience is a crucial aspect of healthcare that has several benefits. Assessing patient experience and striving to improve it requires a systematic and ongoing evaluation process. Transparency and accountability for patient experience scores are important, and incentives should be tied to them.

Keywords

patient-centered experience

healthcare

patient safety

clinical quality

service quality

patient-centered care

patient retention

job satisfaction

endoscopy

improvement strategies