A FRAMEWORK FOR REDEFINING AND IMPROVING THE PATIENT EXPERIENCE
In an increasingly competitive environment for reimbursement dollars, health care organizations require innovative, actionable insights to drive improvement. Press Ganey’s 2013 Strategic Insights: Targeted Performance Improvement report addresses the importance of listening to the voice of every patient as a critical component to improving the overall patient experience. Through deeper data capture, in combination with advanced analytics, organizations have the ability to adopt this new approach and recognize true performance improvement.
Optimizing the patient experience depends on the following components:
- Redefining the patient experience to understand the role of stress and suffering on perception of care;
- Collecting more data to capture each patient’s voice;
- Deploying advanced analytics to drive targeted, operational performance improvement;
- Creating a strong culture and engaged workforce to implement a high-reliability system and sustain transformation.
By distilling key insights from Press Ganey’s experts and proprietary analyses, the report offers practical guidance for aligning current and future analytical resources and services with organizational goals in order to have the greatest impact on quality improvement.
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