Make every interaction count
Connect data points across and beyond the organization to understand how the patient’s experience fits into your business. “Improving overall patient experience will require strong organizational strategies around bringing in disparate data sets, governing them, establishing ownership, and utilizing them to provide real-time, actionable information about the patient,” THR’s Miao told HRI. This includes connecting experience measures to utilization data to help organizations bring dissatisfied patients back, and to help focus investments on services that will increase patient satisfaction.
Invest in patient experience tools with operating models
Educate patients and clinicians on how to use the tools; integrate them into care; and manage the data they generate. “As a physician, I need a framework so that I’m not putting more burden on my patient to use yet another device or take yet another action,” said Dr. Ivor Horn, chief medical officer at Accolade. “We have to consider how we can use tools that fit into the life flow of the consumer, in a way that works for them and creates an experience they want. It shouldn’t be about how the consumer fits into our process.”
Marry workforce and patient experience
Seventy-three percent of provider executives say balancing patient satisfaction and employee job satisfaction is a barrier to efforts to improve the patient experience. But the two have the potential to go hand in hand. The Cleveland Clinic saw major improvements in patient experience measures after conducting programs to engage employees in the mission of caregiving.