Improving Quality and Safety in the Endoscopy Unit (Virtual) | October 2024-Measuring and Maximizing Satisfaction Throughout the Patient Journey

Measuring and Maximizing Satisfaction Throughout the Patient Journey

Video Transcription

Video Summary

The presentation focuses on measuring and improving patient satisfaction throughout the healthcare journey. It distinguishes between patient experience (interactions with healthcare) and patient satisfaction (contentment with the care received). Key points include moral obligation to prioritize patient care, using formal surveys and informal feedback for assessment, and implementing cultural sensitivity and communication strategies. Emphasis is placed on diversity, equity, and inclusion (DEI) to optimize the patient experience. Initiatives involve updating practices and environments, considering patient preferences, and addressing language and health literacy barriers for better clinical outcomes.

Asset Subtitle

Kelly Hinlicky, RN MS FNP-C CFER

Keywords

patient satisfaction

healthcare journey

patient experience

diversity equity inclusion

cultural sensitivity