People, & Patient Experience

Patient experience includes perceptions and expectations and establishing a caring relationship supporting their family. Our commitment is to empower every individual to optimize patient and family experience.

Every encounter and interaction defines patient and family experiences. Our commitment includes quality, safety, effective communication, and genuine caring. We listen and learn from people and advance empowerment to make a genuine, sincere difference for patients, families, and people.

Why improving patient experiences Matter

Patient experience scores can affect hospital reimbursement. In recent years, there has been an increased emphasis on patient-centered care, and patient experience has become a key factor in healthcare evaluations and payment systems.

Centers for Medicare & Medicaid Services (CMS) have implemented programs that link hospital reimbursement to patient experience scores, such as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey measures patients' perceptions of their hospital experience and calculates a hospital's overall rating.

Hospitals that receive high scores on patient experience surveys may be eligible for higher reimbursement rates and other incentives, while those with low scores may face reductions in funding.

It's worth noting that patient experience scores are just one of many factors influencing hospital reimbursement and that other aspects of care, such as clinical outcomes, also play a role.

How to Do it

Communication: Improving the quality of communication between patients and healthcare providers is critical to enhancing the patient experience. This includes clear and effective communication about medical conditions, treatments, and expectations for care and recovery.

Accessibility: Providing easy and convenient access to healthcare services, such as online appointment scheduling, can improve the overall patient experience.

Patient-centered Care: Focusing on patients' needs and preferences and involving them in their own care can help create a more positive and personalized experience.

Technology: The use of technology, such as electronic health records and telemedicine, can improve the efficiency and accessibility of healthcare services, making the experience more convenient and seamless for patients.

Team-Based Care: Encouraging interdisciplinary collaboration among healthcare providers and involving patients in their own care can lead to better outcomes and a more positive patient experience.

Comfort and Amenities: Providing a comfortable and inviting physical environment, including private rooms, comfortable seating, and amenities such as Wi-Fi, can help to create a more pleasant and relaxed atmosphere for patients.

By leveraging these opportunities, healthcare organizations can work to improve the overall patient experience and provide high-quality care that meets patients' needs and expectations.