Improving Quality and Safety In Your Endoscopy Unit: On-Demand | October 2022 OLQUALOCT22-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, assistant professor and medical director of the GI Clinic at Harbor UCLA, gave a lecture on measuring and maximizing patient satisfaction in endoscopy units. She defined patient experience as the range of interactions patients have with the healthcare system, emphasizing the importance of patient-centered care. Patient satisfaction, on the other hand, is determined by whether a patient's expectations were met. Dr. Srivastava stressed the benefits of improving patient experience, including better efficiency, safety, patient behaviors, clinical outcomes, and financial benefits. She discussed various ways to measure patient experience, including formal surveys like CAHPS and PRESS-G hugmy, and informal measures like online reviews. Dr. Srivastava also highlighted the importance of diversity, equity, and inclusion in enhancing the patient experience, and recommended using telemedicine to improve pre- and post-procedure visits. Overall, she provided practical tips and interventions to optimize the patient experience in endoscopy units.

Asset Subtitle

Neetika Srivastava, MD

Keywords

patient experience

patient-centered care

patient satisfaction

improving patient experience

diversity

telemedicine