Quality and Safety in Endoscopy Units Around the Globe (On-Demand) | 2023-Measuring and Maximizing Patient Satisfaction with the Added Twist of Telemedicine

Video Transcription

Video Summary

The video discusses the topic of patient experience and satisfaction in endoscopy units. The speaker starts by introducing the importance of these aspects in quality healthcare and presents polling questions to the audience. They then discuss the utilization of telemedicine in endoscopy units and highlight the benefits it can bring to patient experience.<br /><br />The speaker goes on to define patient experience as the range of interactions patients have with the healthcare system, emphasizing the various components that influence it. They explain that patient experience is different from patient satisfaction and discuss the importance of understanding patient expectations.<br /><br />The video outlines the benefits of improving patient experience, including improvements in efficiency, safety, patient behaviors, clinical processes, outcomes, and financial benefits. The speaker also mentions the impact of patient experience on reimbursement and online reputation.<br /><br />The talk covers ways to measure and assess patient experience, including informal measures such as online reviews and formal surveys like CAHPS and Press Ganey surveys. The speaker emphasizes the importance of using surveys that encompass the entire patient experience and mentions the development of specific endoscopy unit surveys in the future.<br /><br />The video provides insights into what patients consider important in their endoscopy experience, such as the personal manner of healthcare providers. Tangible ways to improve patient experience are discussed, including setting appropriate expectations, minimizing discomfort during procedures, effective communication, service recovery programs, and considering diversity, equity, and inclusion (DEI) aspects.<br /><br />The speaker concludes by discussing the role of telemedicine in endoscopy units, highlighting its potential to enhance pre-procedure and post-procedure consultations, as well as reduce no-show rates and improve patient satisfaction.<br /><br />No credits are provided for the video.

Asset Subtitle

Rahul Shimpi, MD

Keywords

patient experience

satisfaction

endoscopy units

telemedicine

patient expectations

improving patient experience