Now we're going to get into measuring and maximizing satisfaction throughout the patient journey. Okay, so we will review the patient experience versus patient satisfaction, measurements of patient experience, methods to improve the patient experience, and then DEI considerations. Okay, so what is patient experience? It encompasses the entire range of interactions that patients have with the healthcare system. The importance of patient experience is understanding that patient experience is key towards improving patient-centered care. It allows us to assess the extent to which patients are receiving care that is respectful of and responsive to individual patient preferences, needs, and values. So what is patient satisfaction? Patient experience and patient satisfaction are different entities. Patient experience is what happens to patients as they interact with the healthcare system, and the satisfaction measures the extent to which the patient is content with the healthcare they've received. Why does it matter? Number one, this is our moral obligation. This is why we're here. All of us. Who's the most important person in the room? It's always going to be the patient. Business sustainability, brand, and reputation, important, but of course, secondary. It's always going to be. This is our moral obligation. This is why we're here. This is clearly why all of you are here on a Saturday, on a beautiful fall Saturday. We are here because we want to do what's best for our patient, of course. It also is going to help with the efficiency, the patient behavior, and then optimal clinical outcomes. So how do we measure this? So there are formal versus informal measurements. Formal, you have your age caps. That's something like the survey you see on the right here. Patient is given a survey electronically. They're getting mailed to patients also. And the patient has an opportunity to review their experience. So they'll get that in shards and you will see every little detail written on the right here. So you can get an overall sense. How are you doing? How were you rated? How were the nurses treating you? How was the waiting room? Did the nurses give you the instructions you felt you needed? And so on. Okay, so more formal measurements. So this on the right is actually a part of my dashboard that I would monthly update. And I had noticed that our waiting time was declining. So this is you as the leader, checking your trends, you're collecting the data, then you're tracking it on your unit dashboard and you're reviewing it. So if you see that there's a bit of a down trend, then you know this is something you need to start working on and will contribute to the patient's experience. Okay, does your current endoscopy unit have a patient experience committee that meets regularly to review and discuss patient experience data? Okay, so all right, it's pretty close. So that is great. A little bit more of you said yes. So for those of you who do not, something you could do is post your results and circle or maybe make comments about some of the things that were most important to patients. So it really depends on the site, but sometimes you can get actual comments that can be pretty lengthy from patients. Things like, I loved the culture of the recovery room, the nurses were laughing together, they were helping each other, making jokes that made me feel safe and happy while I was there. Or it may say something like I was very confused, I didn't know how to make it to the unit, I wasn't quite sure, my partner and I weren't quite sure where to park, things like that. So any little detail that you can read and review with everyone on the unit, that triggers something where, well, maybe we can fix this. Maybe this is something so simple that we can look at this and this is something we can prevent further, or this is a great opportunity for kudos. Okay, so now measuring the patient experience, there are also some informal measurements. So here we are again, we talked to our staff, we talked to our providers, is there a common trend that keeps coming up? Patients saying maybe they don't understand the PrEP and they were worried about coming here because they weren't sure they understood something, is there an opportunity for change? So it's great to hear from everyone. Again, we go back to the clinics, are the clerks in the clinic saying, patients are bringing up the same issue again and again, or that is why that communication and those relationships are very important. Also take a look at cancellations, no-shows, what are the reasoning for these cancellation and no-shows, how's the waiting room culture and things like that. Okay, so other things, so some initiatives that can be implemented. So cultural sensitivity, LGBTQIA awareness, signs, how would you like to be addressed in the waiting room? Making sure you have, if there's an ability to have maybe music therapy or if you have a TV, you would want to put some neutral TV programming in the waiting area, a communication board in the waiting area. Make sure all of your signs are really updated, take a look in your waiting room regularly and make sure there's nothing outdated in there. How does it look in there? How is the presentation, if you were a patient, would this be the right place to walk in and does it feel like a professional and safe environment? Thank you cards and maybe partnering with the patient and family advisory council and also now in this day and age, you would want gender neutral restrooms, diversity, equity and inclusion considerations. This is huge and if you're a little rusty on this, now's the time to really focus. It will really optimize the patient experience and endoscopy, data showing that language barriers, challenges with bowel prep, health literacy can affect screening and diagnostic colonoscopy completion, changing how we send our communication to patients regarding upcoming procedure, use of RNs and LPNs to educate prior to procedures and then perhaps maybe being available on your practice website. So pay attention to these things, make sure if there's a language barrier that the time is taken to make sure the patient understands and get that teach back from your patients. Also something that's pretty important is make sure you have your patient preferences noted. Does the patient want a certain gender in the procedure room? Can you accommodate that? Can you be flexible to do that for the patient because you want to create an environment of multi-gender endoscopy teams and make sure that patient is able to get their preference. I believe that's it. So patient experience matters. It is closely tied to their satisfaction. Every interaction feeds the patient's experience. So understand your patient experience data, collaborate, connect and correct, conduct some informal measurements as well because these really contribute to a comprehensive insight on the patient's experience and make a DEI a priority because it is a priority in the eyes of the patient. Thank you.

patient satisfaction

patient experience

cultural sensitivity

diversity equity inclusion

health literacy