April 22, 2011 | | Comments 0
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Patient experience undefined, but a top priority

A new study by the Beryl Institute, an organization that promotes better patient experiences within the healthcare system, finds that although patient experience is among the top three priorities for hospital executives, patient experience itself is still largely undefined.

The study surveyed more than 790 hospital executives and found that patient experience/patient satisfaction was ranked number two at 21%. Quality/patient safety (31%) was the number one priority, and cost reduction was ranked number three at 9%.

Despite its importance, the majority of hospital executives (73 percent) surveyed said they do not have a formal definition for patient experience. As a result, they are purposefully addressing the issue by examining the state of the patient experience in the nation’s hospitals and identifying the greatest roadblocks to implementing change, with the top three priorities being noise reduction, discharge process and instructions, and patient rounding.

Despite the challenges around the issue of patient experience, nearly 61% felt positive or very positive about their progress in addressing the issue. Forty-two percent of respondents said the most common structure for improving patient experience is a small committee that meets at their facility on a monthly basis.

Hospitals are also turning towards interactive technology to communicate with patients, according to the Beryl Institute’s latest white paper. A study based on six hospitals using technology from San Diego-based Skylight Healthcare Systems, and using scores from industry-standard Hospital Consumer Assessment of Healthcare Providers and Systems (HCAPS), showed that patient interactive systems has increased patient satisfaction scores by about 10%. Hospital educational materials and courses have increased patient satisfaction by as much as 42%.

Click here to visit the Beryl Institute website and read more information on the patient experience.

Source: Healthcare Finance News

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Jaclyn Beck About the Author: Jaclyn is an Associate Editor at HCPro, Inc. She manages three monthly newsletters; Strategies for Nurse Managers, Briefings on Infection Control, and Briefings on Hospital Safety, and manages four ezines; AHAP Staff Challenge, Infection Control Weekly Monitor, Hospital Safety Connection, and Nurse Manager Weekly. She graduated from Gordon College in 2007 where she earned her bachelor's degree in Business.

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