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

09_ASGE Quality_Nguyen_Patient Satisfaction

Pdf Summary

This document discusses the importance of measuring and maximizing patient satisfaction in healthcare. It distinguishes between patient experience and patient satisfaction, with patient experience encompassing all interactions within the healthcare system and patient satisfaction measuring a patient's contentment with the received care. Understanding patient experience is crucial for improving patient-centered care and ensuring that care aligns with patient preferences, needs, and values. Patient satisfaction is a vital factor in determining the success of a healthcare facility.<br /><br />Measuring patient experience can be done formally through metrics like the OAS CAHPS survey or informally through observations, feedback from staff and providers, and collaboration with patient liaison staff. This data can help identify areas for improvement and inform initiatives to enhance the patient experience. Some initiatives that have been implemented include comfort campaigns, music therapy in waiting areas, improved signage, thank you cards, and partnering with patient and family advisory councils.<br /><br />Considering diversity, equity, and inclusion (DEI) is crucial in optimizing the patient experience. Language barriers, challenges with bowel preparation, and health literacy can impact screening and diagnostic procedures. Tailoring communication to address these barriers is important. Additionally, patients may have preferences for certain genders of endoscopists and team members, so creating an environment of multigender teams and providing diverse endoscopist availability may improve colorectal cancer screening.<br /><br />In summary, patient experience is closely tied to patient satisfaction, and every interaction shapes a patient's experience. It is important to understand patient experience data, collaborate, connect, and correct based on feedback. Formal and informal measurements contribute to comprehensive insight, and DEI considerations are a priority for optimizing the patient experience.

Keywords

patient satisfaction

patient experience

patient-centered care

OAS CAHPS survey

improving patient experience

comfort campaigns

diversity

equity

inclusion

colorectal cancer screening