The new framework, called Compassionate Connected Care, redefines data by converting CAHPS and Press Ganey measures into a single scale that represents which patient needs have not been met.
The framework centers on four components: clinical excellence, operational efficiency, caring behaviors and culture.
“As the healthcare industry continues to move toward a more patient-centered approach, provider organizations have the opportunity to drive a better care experience by understanding and addressing suffering through the measurement of unmet patient needs,” said Thomas Lee, MD, CMO of Press Ganey. “By capturing the voice of every patient and interpreting feedback through this construct, healthcare organizations can measure what matters to their patients and systematically improve performance.”
More articles on patient satisfaction:
Patient experience affects us all: Q&A with Cleveland Clinic CXO Dr. James Merlino
Mobile users more satisfied with EHR experience
Point of care mobile health devices improve patient safety and satisfaction
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