Patient Experience – Tweetchat – February 26, 2013
In only a few short years, patients have become an important voice in healthcare decision making. Patients have moved from passive consumers to active participants. This shift has put an emphasis on the overall experience a patient has with a healthcare provider – and I believe that we will be much better for it.
This new-found focus on patient experience has been made possible by a confluence of factors:
- Social Media – allowing patients to share their healthcare stories (good and bad)
- ePatients – lending their strong voices to affect change in healthcare
- Competition – from online ratings of doctors/clinics to overseas care options, patients have more choices than ever before
- CMS – tying reimbursements to patient satisfaction ratings starting in October 2013
Becker’s Hospital Review had an excellent article about the importance of patient experience for hospitals. This article came out in 2011, around the time that CMS was finalizing its bonus payment system that incorporates patient satisfaction scores.
Since then, there has been a shift away from “patient satisfaction” to “patient experience” – perhaps an acknowledgement that simply focusing on making patients “happy” doesn’t necessarily equate to better outcomes. This sentiment is captured nicely in a recent blog post by Mark A. Rudolph on kevinmd.com. In his post, Rudolph argues that focusing on core patient concerns (what is happening to me, will you listen/talk to me, will you look out for me) is what people really want.
There has also been some research into the link between patient experience and health outcomes. This excellent New England Journal of Medicine article provides some very interesting insights into this link.
Dr. James V Rawson, Chair of Radiology at Georgia Regents University in Augusta Georgia, a regular contributor to the #HCLDR tweetchat (@Jim_Rawson_MD) recently lead an initiative in his organization around patent engagement. According to Dr. Rawson, one of the biggest challenges is defining what a positive patient experience really is:
A lot gets confused in vocabulary. Some people talk about patient satisfaction, others patient engagement or patient centric care. In our institution, we talk about patient and family centered care (PFCC). I believe PFCC is the broader, more inclusive term including many of these other elements. I mention this because you may find people on the #HCLDR chat heading in deferent direction based on which definition they are using.
Dr. Rawson shared this excellent video that compresses 4 hours of patient experience training into just 4 minutes. It’s fun, entertaining and quite educational.
Dr. Rawson’s department was also recently profiled in the American College of Radiology (ACR) Bulletin for their work on Patient and Family Centered Care. The article “In the Patient’s Shoes” highlights some of the excellent tactics the team has used to help patients feel more involved in their care.
At this week’s #hcldr tweetchat we will be talking about the definition of a positive patient experience and what role of leadership should play to encourage the organization to achieve it.
Please join us Tuesday February 26th at 8:30pm for our #hcldr tweetchat on patient experience. Everyone is welcome!
- T1: How would you define a “positive patient experience”?
- T2: What can healthcare leaders do to help ingrain patient experience thinking into their organizations?
- T3: How can we close the feedback loop between healthcare providers, organizations and patients?
See you Tuesday!