Improving Quality and Safety In Your Endoscopy Unit: Live and Virtual | October 2022-Measuring and Maximizing Patient Satisfaction in the Era of Telehealth

Measuring and Maximizing Patient Satisfaction in the Era of Telehealth

Video Transcription

Video Summary

Dr. Nitika Srivastava gave a lecture on patient satisfaction and ways to measure and improve it in endoscopy practices. She defined patient experience as the range of interactions patients have with the healthcare system. Patient satisfaction, while related, is determined by whether a patient's expectations were met. Improving patient experience is important for delivering patient-centered care and has benefits such as improved efficiency, safety, patient behaviors, clinical processes, clinical outcomes, and financial benefits. Dr. Srivastava discussed various ways to measure patient experience, including formal surveys like CAHPS and Press-Gainey, as well as informal measures like online reviews. She highlighted the importance of the personal manner of physicians and staff, minimizing procedural discomfort, and narrating care to improve the patient experience. In addition, she emphasized the importance of diversity, equity, and inclusion in endoscopy units, and how telemedicine can be used to enhance the patient experience. Dr. Srivastava concluded by urging healthcare providers to prioritize patient experience and consider implementing interventions to improve it in their practices.

Asset Subtitle

Neetika Srivastava, MD

Keywords

patient satisfaction

measure patient experience

improve patient experience

endoscopy practices

diversity in healthcare

telemedicine and patient experience