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Sustaining quality through excellent patient experience. Katie Saul, MPH JSI Research & Training Institute, Inc. Objectives. Describe why excellent patient experience is critical to sustainable family planning services Define quality care
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Sustaining quality through excellent patient experience • Katie Saul, MPH • JSI Research & Training Institute, Inc.
Objectives Describe why excellent patient experience is critical to sustainable family planning services Define quality care List at least three ways to measure patient experience Identify at least three ways to improve patient experience
Patients have choices Your Clinic
You need to get paid Patient Experience
Prepare for the future Health insurance companies Healthcare Effectiveness Data and Information Set (HEDIS) Consumer Assessment of Health Plans Survey (CAHPS) Collaborative healthcare systems Accountable Care Organizations Facility accreditors Payers using “value-based purchasing” Physician licensing boards
It’s good for patients Improves health outcomes Increases patient engagement with care Improves likelihood that patients follow provider recommendations and treatment plans
Quality According to the Patient • What the customer gets • vs. • What the customer expects Gets = Expects = AverageExperience Gets>Expects = PositiveExperience
Patient Experience Environment Interactions Care Systems
Patient Satisfaction That wait was TOO long The provider really listened The exam room wasn’t very clean
Assessment fpntc.org
Be thoughtful about your assessment What is already known? What do you want to measure How can you best measure it? Who will measure? Who will analyze the data? How will you share and use the findings?
Patient surveys: ask the right questions the right way Include enough choices (scale) Will yes/no or good/neutral/poor give you enough info? Balance your scales Same number of good and bad choices Ask only one question at a time Avoid “clinic is clean and welcoming” Use language that patients understand Include open-ended questions
Patient surveys: use your data! + “What could we have done better?”
I have only had one negative interaction with an employee. She was asking questions that had nothing to do with my appt. I had to call three times just to make an appt.
Patient surveys: don’t over do it! ~ 50 surveys
Observation • How long do patients wait? • How often are they asked the same question? • What does your clinic look like through their eyes? • How are they treated by staff?
Interviews • Chat with patients in the waiting room. • Ask your staff!
Patient experience best practices Define standards for your facility, services, and interactions Train and support staff to meet your standards and goals Measure and monitor the extent to which standards are met
Ongoing Process Involves All Staff Based on Facts & Data
What’s in it for me? *Rave N, Geyer M, Reeder B, Ernst J, Goldberg L, Barnard C. Radical systems change: innovative strategies to improve patient satisfaction. Journal of Ambulatory Care Management 2003; 26(2): 159-174. Lowers stress among staff Improves teamwork Increases staff retention Correlates with higher job satisfaction
YOU MATTER… Every patient Every time
