Case Management

Mentor Moment: Creating accountability for patient experience

Case Management Weekly, February 29, 2012

This article appears in the February 2012 issue of HealthLeaders magazine.

Any story that attempts to discuss ways to improve the patient experience should attempt to define it, because there is ample confusion in healthcare, even among otherwise highly competent leaders, about what patient experience actually is.

It isn’t providing excellent quality healthcare—at least not totally. A basic assumption by patients is that when they receive a medical intervention, the actual medical care will be excellent. Rather, patient experience is much more comprehensive, even encompassing patients’ feelings about the hospital brand and their “stickiness,” that is, their loyalty.

Our own HealthLeaders Media survey on patient experience in 2009 showed how difficult it was for hospital and health system senior leaders to define the term: 34% chose “patient-centered care,” 29% selected “an orchestrated set of activities that is meaningfully customized for each patient,” and 23% said it involved “providing excellent customer service.”

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