Tag Archives: patient satisfaction
Today the Patient Experience Conference will come to a close. It will end with a keynote from Brian Boyle. I saw Brian speak about three years ago at another conference, so I can say with confidence that it will be an inspiring end to an inspiring and motivational two and half days.
So much has been covered at the conference this year, it would be impossible for me to summarize it all and give true justice to the conference in one blog post. What I can do is share with you a few of the big lessons, inspiring messages, and action items I have gathered so far. Continue reading
It may seem like conversations around HCAHPS has become a broken record. The importance of these scores and other patient satisfaction results has not faded. Unfortunately, some hospitals don’t understand or acknowledge the impact these scores can have on their bottom line. This is yet another reason that hospitals need to think about what’s next. And what is next, is patients looking up hospitals and checking out reviews – just like they do now with restaurants, hotels, salons, car repair shops and mechanics, smart phones, and more.
Hospitals are well-positioned to think about and plan for this future today. Patients are reporting their experiences and the results are easily available on the Internet. Hospitals that have ignored the inevitable or are still waiting to see what was going to happen in the courts, now need to play catch-up in order to be competitive and sustain operations. This is especially important for hospitals in highly competitive markets. Continue reading
Let’s be honest. Hospitals are both way behind and far ahead when it comes to technology. The work being done around health information exchanges, interoperability and mHealth tools are some great examples of how healthcare is on the cutting-edge of technology.
And, then there is the other side. There are hospitals that still push paper and don’t use electronic records. Ironically, many of the people working with, and in, such archaic systems and processes probably have a smartphone, have heard of video conversation tools like Skype, or have participated in a video conference.
Patients are no different. They’ve used the same technology. They have smartphones. They email. They Skype. They stay connected to friends and family through technology.
If such conveniences are so easily available in everyday life, why aren’t they used in the hospital when people most need to feel connected to loved ones? Continue reading
For more than four years I’ve worked in healthcare learning about HCAHPS and the importance of the patient experience. Four months ago, for the first time in my life, I was the patient. And I have gained a whole new perspective.
In August I gave birth to a healthy baby boy. It was my first pregnancy and my first hospital stay since my own birth, many, many years ago. I want to start out by saying overall my patient experience was fantastic. The nurses were amazing and I felt that the baby and I were in good hands. The birth didn’t go as planned and things got scary there for a little while but in the end the baby and I were fine, healthy and that’s all we could ask for.
That being said, there were elements of my experience that could have been vastly improved. Some things I felt exemplified poor communication between doctors, staff and the most important person in the mix — me, the patient. Continue reading
Recently, HealthLeaders magazine published an article about the patient experience and how hospitals are collecting the voice of the patient to get a better understanding of the patient experience. The article provides some great ideas and real-world examples of organizations going beyond HCAHPS to measure patient loyalty through additional survey measurements like Net Promoter. It is an excellent example of shifting hospital priorities and the overall changes in the delivery of care. It also provides some good ideas about creating a culture and environment specifically designed to optimize the patient experience. It is worth a read, for sure.
Net Promoter, which is used across industries, is designed to measure customer loyalty and is increasingly being used by hospitals to measure patient loyalty. HCAHPS measures patient satisfaction in specified areas only, not necessarily their feelings about the overall experience. Continue reading
While I was doing rounds in the bariatric unit of a Midwest hospital, I asked the clinical supervisor how the patient dashboard was working out for the patients. She then told me the story of a patient that got excited when he discovered his patient dashboard. Continue reading
The basic axiom of Continuous Quality Improvement is that you can’t improve what you can’t measure. And measurement must be at a level to support individual accountability. How does that apply to improving HCAHPS scores at a hospital? It means collecting enough patient responses on a monthly basis down to the individual nursing unit level to provide actionable data. Now without getting into statistical minutia, the statisticians will tell you that in order to be reasonably confident that the scores you obtain from a sample of patients accurately reflect the scores of the entire population of patients you are tracking, you should have responses from a minimum of 30 patients (commonly referred to as “minimum n”). Continue reading
Taking on a new project isn’t always the highest priority in a hospital – even when it will save time and money in the long run. But if we stopped and looked at how much time we spend on various requests each day, we might change our mind. Continue reading
As a senior leader, I have to admit that even I am guilty of expressing the importance of an initiative and then stepping aside. After all, I believe that my staff want to do their best and will do their best for the betterment of our hospital. And I know they do. What we often forget as leaders though is that our staff is just like us. We are busy. We get sidetracked sometimes. Everyone does. And the same can happen for our staff. They will take the directive, make some adjustments, and then sometimes it gets set aside. And, of course it will stay like this until, for some reason it gets back on our radar and we realize that we didn’t make as much movement toward our goal as we liked. As senior leaders, we need to hold ourselves just as accountable as we hold our employees. Skylight Healthcare reminded me of that when we needed to improve our HCAHPS scores. I had to make the initiative important and that meant not just saying that it was important, but to show every day how important it is. I had to change the culture and the way we think and work. And I needed to start it and keep it going. At Mission Trail, we changed the hospital culture to focus on the patient experience and we have significantly improved our HCAHPS scores. Continue reading
The list of potential benefits to any organization leveraging an interactive patient system is quite extensive. At Skylight, we see positive impact in areas such as increased patient education and compliance, patient and staff satisfaction objectives, efficiencies that help drive the bottom line, as well as reductions in fall rates and readmissions. Continue reading