Improving Quality and Safety in the Endoscopy Unit (On-Demand) | August 2023-Measuring and Maximizing Patient Satisfaction

Video Transcription

Video Summary

In this video, Jenny Nguyen discusses the importance of measuring and maximizing patient satisfaction in creating a culture of quality in the GI unit. Patient experience is defined as the entire range of interactions patients have with the healthcare system, while patient satisfaction measures how content someone is with the care they received. These two concepts are closely related but not the same. Patient experience and satisfaction are important because they help ensure patient-centered care and meet the unique needs of each patient. Additionally, positive patient experiences lead to more efficient workflows, better patient compliance, improved clinical outcomes, and a positive brand reputation. Formal measurements of patient experience include patient surveys, such as OAS caps, and willingness to recommend scores. Informal measurements can be conducted through waiting room observations and gathering feedback from staff and patients. Jenny suggests using the three Cs: collaborate, connect, and correct, to improve patient experience. She shares some creative initiatives she has implemented in her endoscopy unit, such as a comfort campaign, music therapy, and a status communication board. Lastly, she emphasizes the importance of considering diversity, equity, and inclusion in healthcare to meet the needs and preferences of a diverse patient population.

Asset Subtitle

Jennie Nguyen, MSN RN CSMRN

Keywords

patient satisfaction

patient experience

healthcare system

patient-centered care

clinical outcomes