Nursing

Website spotlight: What makes a positive patient experience?

Nurse Leader Insider, October 31, 2011

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IHI explores how to improve a patient's time in the hospital

Hospitals have been working toward better patient satisfaction for years. Now, with patient experience survey results posted publicly and a new national value-based purchasing system in place, it's more important than ever to understand what positively and negatively affects a patient's time spent in the hospital.

"Culture of safety and culture of a great patient experience are very, very closely tied together," says Barbara Balik, RN, EdD, senior faculty at the Institute for Healthcare Improvement (IHI), principal at Common Fire Healthcare Consulting, and coauthor of the report Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. "If leaders are seeing those as two separate activities, they're going to waste a lot of time and energy."

Balik and the report's team of authors found that there are five primary drivers of excellent patient care and experience:

  • Leadership
  • Staff hearts and minds
  • Respectful partnership
  • Reliable care
  • Evidence-based care


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