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Building a patient experience program Building a patient experience program

Building a patient experience program - PowerPoint Presentation

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Uploaded On 2018-12-21

Building a patient experience program - PPT Presentation

Develop a patient experience program to improve your practice and increase satisfaction among patients and caregivers 1 What is patient experience Patient experience considers a patients endtoend ID: 744691

experience patient satisfaction practice patient experience practice satisfaction program improve leadership survey implement engagement excellence training effective feedback resources

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Slide1

Building a patient experience program

Develop a patient experience program to improve your practice and increase satisfaction among patients and caregivers

1Slide2

What is patient experience?

Patient experience considers a patient’s end-to-end

journey through the continuum of care. Patients and

their loved ones can provide valuable input on what a practice is doing effectively and where

improvements can be made throughout the patient journey.Successful

patient experience efforts are grounded by creating a platform for change, leveraging transparent feedback, and effective training.

2Slide3

How can a patient experience program benefit my practice?

Improve patient engagement

Enhance physician-patient relationshipsImprove patient outcomes

Help identify areas for improvement

Help recognize and celebrate what you do wellIncrease practice reputation and patient loyaltyImprove patient satisfaction scores

Bring joy back to practice3Slide4

Six steps

to building a patient experience program

Assess the current state of patient satisfaction

Define

your “North Star”

Engage key stakeholders in experience design

Develop and implement your patient experience strategy

Analyze feedback and determine impact

Recognize accomplishments and improve over time

4Slide5

What are some patient experience strategies?

Below are ideas for

appreciating

patient

perceptions and improving

the patient experience that you can implement in your practice:Form a Patient and Family Advisory Council (PFAC)

Institute regular leadership “rounding”Implement service excellence trainingMake employee engagement a priority

Teach effective and empathetic communication

Use a patient satisfaction survey

5Slide6

Tools/Resources available to your practice

Patient satisfaction survey

Guide to leadership roundingAIDET service excellence training toolTips for guiding a focus groupREDE Model Communication Toolkit

Employee Engagement Survey

6Slide7

How is it working at other practices?

New York, NY

New Haven, CT

7Slide8

I have learned so many skills

that not only will and

aid me in teaching this curriculum

but also are

highly applicable to leadership endeavors and professional interactions. Not only will it improve the patient experience but

it also has the potential to really restore a joy in patient care that so many physicians are lacking but desiring

.

Practicing Physician

8Slide9

For additional resources, frequently asked questions and implementation support, visit stepsforward.org

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