HCAHPS

Viewing the Patient Experience as a Culture Change Rather than as a Campaign

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Does your organization view the patient experience as a campaign or is it a critical part of your culture? That question is derived from a quote by Patrick T. Ryan, chief executive officer of healthcare survey and consulting firm Press Ganey, as related to Jacqueline Fellows in a recent HealthLeaders Media article. It’s not enough, […]

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Focusing on Outpatient Services to Improve the Patient Experience: Holy Redeemer Health System (Part 2 of 2)

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On Wednesday, we looked at how Holy Redeemer Health System was focusing more attention on its outpatient services as a means of improving the patient experience. We also looked at how the Holy Redeemer team has adopted a more imaginative, less scores-oriented approach to the patient experience. After defining what it meant by patient experience […]

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Focusing on Outpatient Services to Improve the Patient Experience: Holy Redeemer Health System (Part 1 of 2)

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One of healthcare reform’s goals is to focus provider attention on the entire continuum of care. This is a difficult change to bring about in an industry that has traditionally been fragmented and siloed. Perhaps this is why most providers think of the patient experience in terms of when the patient is actually in the […]

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Going Beyond HCAHPS to Measure the Patient Experience

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Hospitals are traditionally seen as a healthcare resource, rather than as a healthcare partner, observes Jacqueline Fellows in a recent article at HealthLeaders Media. What if healthcare consumers, however, started seeing hospitals as more than just the place to go when they were struck by illness, disease, or some other condition requiring medical attention? How […]

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Patient Experience is Often Confused with Patient Satisfaction

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Based on a recent HealthLeaders Media survey, healthcare executives place patient experience and patient satisfaction as their highest priority. According to an article in the July/August issue of HealthLeaders magazine by Jacqueline Fellows, healthcare executives place experience and satisfaction ahead of clinical quality, cost reduction, and even the efficiency we spoke of last Thursday. The […]

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Industry Survey Reveals Goals and Priorities of Healthcare Leaders (Part 1 of 2)

HealthLeaders Media recently conducted its 2013 Industry Survey and discovered that healthcare leaders “are still in a quandary: unhappy about the healthcare industry as a whole but convinced that their own organizations are moving in the right direction,” reports Margaret Dick Tocknell. The majority believe the industry is still “on the wrong track,” but “the […]

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