8 Critical Steps to Optimize Patient Experience

Healthcare needs a new framework of patient experience to understand experience as a complex concept that goes beyond just satisfaction, according to a Press Ganey report.

The report, "Strategic Insights: Targeted Performance Improvement," encourages healthcare leaders to take a new approach to patient experience that includes the following:


•    Redefining the patient experience.
•    Capturing every patient's voice.
•    Deploying advanced analytics to drive targeted, operational performance improvement.
•    Creating a strong culture and engaged workforce.

Within this new framework of patient experience, healthcare leaders should take actions that affect the multiple factors that define patient experience. Optimizing patient experience requires the following four steps, according to the report:

•    Addressing the service and communication issues that improve all interpersonal actions.
•    Attending to the physical and psychological suffering inherent to the experience of medical care.
•    Focusing on the various controllable factors that contribute to patient suffering, such as poor communication, lack of compassion and insufficient education.
•    Taking action to correct controllable process defects that might contribute to patient discomfort or distress.

More Articles on Patient Experience:

AHA Urges CMS to Rethink New Ambulatory Patient Experience Survey
Implementing Effective Patient Engagement Programs

10 Questions to Assess Patient Satisfaction

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