The Value of Exceptional Patient Experience

Wynn, Joan D.

doi:10.18043/ncm.77.4.290

Cited by 6 publications

(7 citation statements)

References 3 publications

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“…Patient activation is recognized as a powerful strategy in this effort. In a recent NCMJ article on the value of exceptional patient experience, Joan Wynn notes, "Assuring an exceptional experience means arming people with skills, knowledge, and confidence to participate as fully informed partners in their own care, and this leads to better health outcomes and lower cost of care-the very definition of value" [28]. CenteringPregnancy, a model based on building patient engagement through group care, provides a promising path to meeting the goals of health care's Quadruple Aim.…”

Section: Centeringpregnancy In North Carolinamentioning

confidence: 99%

CenteringPregnancy: Meeting the Quadruple Aim in Prenatal Care

Strickland¹,

Merrell²,

Kirk³

2016

North Carolina Medical Journal

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Section: Centeringpregnancy In North Carolinamentioning

confidence: 99%

CenteringPregnancy: Meeting the Quadruple Aim in Prenatal Care

Strickland¹,

Merrell²,

Kirk³

2016

North Carolina Medical Journal

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“…Thus, the health manager can evaluate the patient’s treatment level as well as identify room for improvement responding to the needs of the patient, and consequently increase the rate of patients returning to the hospital for treatment. 6 – 8 …”

Section: Introductionmentioning

confidence: 99%

“…Thus, the health manager can evaluate the patient's treatment level as well as identify room for improvement responding to the needs of the patient, and consequently increase the rate of patients returning to the hospital for treatment. [6][7][8] Though all hospitals in Vietnam follow the Ministry of Health's regulations on patient satisfaction surveys, 9,10 research on patient experience in Vietnam is still very sparse. In the socialist-oriented market mechanism like Vietnam today, improving quality and making a difference with competitors have an advantage in attracting patients to the hospital.…”

Section: Introductionmentioning

confidence: 99%

Evaluation of Inpatient Experience at Some Clinical Departments of Kien Giang General Hospital, Kien Giang Province, Vietnam, 2020: An Analytical Cross-Sectional Study

Vo¹,

Trần

Nguyen

et al. 2021

Health�Serv�Insights

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Patient experience is being widely considered in evaluating the quality of health care services. This is a cross-sectional study with 860 inpatients hospitalized in 4 clinical departments (General Internal Medicine; Cardiology; General Surgery; Surgery, and Orthopedic Trauma) of the Kien Giang General Hospital, from April to June 2020. Data was collected through a two-part questionnaire used to evaluate the inpatient experience during hospital treatment, using the Likert scale 5 points. The patient’s experience is classified into 3 aspects (environment—facilities, healthcare staff's care, treatment information). In total, 815 participants responded to the interview (94.8%). The rates of patients having a positive experience on the environment and facilities, the care of health workers, and treatment information are 31.7%, 85.9%, and 74.2%, respectively. The patient’s positive overall experience rate is 65.5%. Factors related to the patient's overall experience are the department of treatment, residential area, age, and employment status ( P < .05). Overall, the positive experience of inpatients at some clinical departments of Kien Giang General Hospital was a relatively low rate (65.5%). Specifically, healthcare staff's care is experienced at a high rate, this factor should be continuously promoted. Improving and upgrading factors in the aspects of the environment—facilities and the treatment information should be implemented if the hospital wants to improve its quality of healthcare services.

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“…Standardized surveys such as the Consumer Assessment of Healthcare Providers and Systems measure the care received based on the patients' perspective, thus helping better understand patients' experiences. Survey results, which are publicly reported through a variety of programs, may be tied to incentives in value-based programs (2) and also provide guidance to an organization's efforts to improve care and the patient's experience of it (3,4).…”

Section: Introductionmentioning

confidence: 99%

Qualifications and Skills Required for Patient Experience Positions

Meyer

2019

Journal of Patient Experience

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The need to provide patient-centered care has been recognized by major players in the health-care field. As such, attention has been placed on patients’ experience of the health care they receive, and health-care organizations have been investing in patient experience initiatives and staffing to implement those initiatives. Given this, the objective for this study was to investigate the qualifications and skills US health-care organizations seek for patient experience positions through a content analysis of job postings. Results show that patient experience positions are largely found in health systems and hospitals. These positions include coordinators, directors, managers, specialists, and advisors. Five key skills were identified: collaborating with stakeholders; coordinating, planning, and executing service excellence programs; handling complaints and grievances; educating and training leadership and frontline employees; and providing excellent customer service. The skills vary depending on the position. The overall goal for patient experience positions is to ensure a complete and positive patient experience. As these patient experience positions are relatively new, requirements will likely evolve over time as organizations adapt patient experience strategies.

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The Value of Exceptional Patient Experience

Cited by 6 publications

References 3 publications

CenteringPregnancy: Meeting the Quadruple Aim in Prenatal Care

CenteringPregnancy: Meeting the Quadruple Aim in Prenatal Care

Evaluation of Inpatient Experience at Some Clinical Departments of Kien Giang General Hospital, Kien Giang Province, Vietnam, 2020: An Analytical Cross-Sectional Study

Qualifications and Skills Required for Patient Experience Positions

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