Improving Quality and Safety in the Endoscopy Unit (Virtual) | October 2024-03_Hinlicky_Measuring Maximizing Satisfaction Thru the Patient Journey

03_Hinlicky_Measuring Maximizing Satisfaction Thru the Patient Journey

Pdf Summary

The document presented by Kelly Hinlicky, RN, MS, FNP-C, CFER, addresses measuring and maximizing patient satisfaction throughout the patient's healthcare journey, focusing specifically on patient experience versus patient satisfaction. Patient experience encompasses interactions within the healthcare system, which are pivotal to patient-centered care, while patient satisfaction pertains to the contentment level with received care.<br /><br />Improving patient experience is crucial for reasons including moral obligation, business sustainability, and achieving optimal clinical outcomes. The document outlines formal measurements like HCAHPS and informal methods such as feedback from staff and the collaboration with patient liaison staff to assess patient experience.<br /><br />Initiatives to improve experiences include cultural sensitivity training, music therapy, status boards in waiting areas, and collaborations with the Patient & Family Advisory Council. The importance of Diversity, Equity, and Inclusion (DEI) is underscored, emphasizing the need to address language barriers, enhance communication, and support diverse healthcare teams to optimize patient experiences. DEI considerations include creating multigender teams and improving staff training focused on DEI goals.<br /><br />The document emphasizes the impact of every interaction on patient experience, urging healthcare providers to understand experience data (such as OAS CAHPS) and make corrective actions. DEI is highlighted as a priority for enhancing the patient experience, reinforcing the necessity for healthcare organizations to integrate DEI into their mission and operations. A checklist for improving organizational DEI is also provided, covering areas like organizational commitment, culture, and structural empowerment.<br /><br />In summary, the document stresses the significance of patient experience and suggests a comprehensive approach that utilizes both structured measurements and informal feedback, integrates DEI practices, and involves a collaborative partnership approach to improve patient satisfaction and outcomes.

Keywords

patient satisfaction

patient experience

healthcare journey

HCAHPS

cultural sensitivity

Diversity Equity Inclusion

Patient Family Advisory Council

communication

healthcare interactions

organizational DEI