GI Unit Leadership: (Re)Starting Your Quality Program (Virtual only) | 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. The patient experience includes all aspects of care, such as patient safety, clinical quality, and service quality. It is not always correlated with clinical outcomes, but understanding the patient experience is a key step towards patient-centered care.<br /><br />Improving the patient experience has several benefits, including patient retention, higher patient experience scores leading to improved job satisfaction and less turnover, and reduced malpractice litigation. The most important factor in predicting who will sue is the quality of the relationship between the physician and patient.<br /><br />There are tools available to measure the patient experience, such as the Outpatient Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (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.<br /><br />For patients undergoing endoscopy, important factors include the 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. Some strategies to improve the patient experience include coaching and scripting for interpersonal skills, minimizing procedural discomfort, shortening appointment wait times, communicating delays, and implementing service recovery.<br /><br />In conclusion, the patient experience encompasses the range of interactions patients have with the healthcare system. It is important to assess and improve the patient experience using both informal and formal tools. Transparency and accountability for patient experience scores are crucial, and a systematic approach with ongoing evaluation is necessary to make lasting improvements.

Keywords

patient-centered experience

patient safety

clinical quality

service quality

patient experience

physician-patient relationship

OAS CAHPS survey

endoscopy

interpersonal skills

systematic approach