Improving Quality and Safety in the Endoscopy Unit (On-Demand) | August 2023-09_ASGE Quality_Nguyen

09_ASGE Quality_Nguyen_Patient Satisfaction

Pdf Summary

Patient experience refers to the interactions patients have with the healthcare system, encompassing how care is delivered, communicated, perceived, evaluated, and valued from the patient's perspective. It is crucial for improving patient-centered care and assessing the quality of care patients receive. Patient satisfaction, on the other hand, measures the level of contentment a patient has with the healthcare they received. It is an important determinant of a healthcare facility's success.<br /><br />Measuring patient experience can be done formally or informally. Formal measurements include surveys like OAS CAHPS, which are given to adult patients at discharge. Informal measurements involve observations in waiting rooms, feedback from staff and providers, and collaboration with patient liaison staff.<br /><br />Improving patient experience involves collaboration, connection, and correction. Initiatives such as comfort campaigns, music therapy, communication boards, updated signage, thank you cards, and partnering with patient and family advisory councils can be implemented to enhance the patient experience.<br /><br />When considering patient satisfaction, diversity, equity, and inclusion (DEI) considerations are crucial. Language barriers, challenges with bowel preparation, and health literacy can affect screening and diagnostic colonoscopy completion. Tailoring communication to address these issues is important. Additionally, patients may have gender preferences for endoscopists and team members, so creating an environment of multigender endoscopy teams and availability of diverse endoscopists may improve colorectal cancer screening.<br /><br />In summary, patient experience directly impacts patient satisfaction. Understanding patient experience data, conducting both formal and informal measurements, and prioritizing DEI contribute to comprehensive insights into the patient experience.

Keywords

Patient experience

Healthcare system

Patient-centered care

Patient satisfaction

Formal measurements

Informal measurements

Improving patient experience

Diversity, equity, and inclusion

Health literacy

Colorectal cancer screening