“If a patient experiences a serious safety event or is harmed by a medical error, his or her overall experience will be negatively impacted, despite the highest quality of care,” said James Merlino, MD, Press Ganey president and CMO of the strategic consulting division. “The time has come for the industry as a whole to embrace zero tolerance for patient harm. Organizations must commit to transformation and embrace new ideas to ensure the delivery of safe, compassionate, high-quality care. This will not only be integral in reducing patient and caregiver suffering but will improve the patient experience and overall value of care.”
The report includes details on the following six principles to help provider organizations improve patient safety and, therefore, the patient experience:
- Commit to a goal of zero harm events
- Place patients at the center of care planning, delivery and assessment
- Define the interdependency of safety, quality and patient-centeredness as the main elements of patient experience
- Use data and transparency to drive change
- Change culture and leadership
- Focus on accountability and execution
To download the full report, click here.
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