Improving Quality and Safety in the Endoscopy Unit (Virtual) | 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 the GI unit. She explains that patient experience encompasses all interactions with the healthcare system and begins even before the patient arrives for their procedure. Patient satisfaction, on the other hand, is the measurement of how content a patient is with the care they receive. Nguyen emphasizes that patient experience and patient satisfaction are different entities, but closely related. She highlights that positive patient experiences lead to better patient outcomes, compliance with treatments, and can also build a positive reputation for the healthcare unit or organization. Nguyen discusses formal and informal measurements of patient experience, such as patient surveys and waiting room observations, and encourages collaboration, connection, and correction to improve patient experience. Additionally, she stresses the importance of considering diversity, equity, and inclusivity (DEI) in providing care that meets the needs of all patients. Overall, the video focuses on the significance of patient satisfaction and provides insights and initiatives to enhance patient experience in the GI unit.

Asset Subtitle

Jennie Nguyen, MSN RN CSMRN

Keywords

patient satisfaction

patient experience

GI unit

healthcare system

patient outcomes