A blueprint for setting up an impactful patient experience program
Last week, my 4-year-old daughter fell and hit her chin. She had a laceration and we ended up in the ED since it was already late. Overall, she was treated by a great doctor who cared. But, he missed one thing: After what had already been a bad experience with the sedative injection, he did not explain to her why he had to cover her face during treatment. As a result, the whole situation escalated very quickly – a lot of tears, a lot of crying and kicking on the operating table, and three stitches. Fortunately she soon recovered. Two days later, she was riding her pony again.
That experience at the hospital would have been much better for my daughter just by communicating with her or with us, her family. But it’s not just about communication; there are multiple factors that influence the patient experience. It’s about how we engage with patients and families in general, the diagnostic and testing experience, clinical outcomes, the engagement level of employees, and much more.
Together with the Beryl Institute, we conducted a study to find out which factors influence the patient experience most and summarized the results in a scorecard. This can be used to gauge your own system-wide patient experience efforts as well as to identify gaps and potential areas for improvement.
Below, you can find a link to the paper, including a special introduction by Jason Wolf. Please take a look and let me know your thoughts!
@BerylInstitute @JasonWolf
#PatientExperience
https://www.siemens-healthineers.com/insights/news/insights-series-issue-3.html?stc=wwhc205763
EVP, External Affairs and Healthcare Access
5 年I am sure you are right about that Lars but I am one of two girls (sisters) and have two girls myself. No experience really on raising anything but girls. I think with girls there are not as many really good options for ‘tough’ confidence building activities in youth. Sure - a few girls play ice hockey or whatever else but horse back riding is more main stream and as an ‘individual’ sport it is really quite a bit better than say football for girls. But of course same applies for boys!!!
EVP, External Affairs and Healthcare Access
5 年Thanks for sharing Ralph. We too had the ‘two year old with stitches on her face’ thing many years ago. Also they covered her face completely and she screamed like she was being assaulted...because in her mind she was. Glad she is back on the horse! Horse riding is a great confidence builder for little girls.