A blueprint for setting up an impactful patient experience program
Insights series – Issue 3: A paper on improving the patient experience with an introduction by Jason A. Wolf, PhD, CPXP

Mar 25, 2019

Are you focusing on the right factors to improve your patient experience?

Effective communication with patients and families, a comfortable diagnostic and testing experience, coordination of care during and between encounters, as well as engagement levels of employees: These are just some of the key factors that influence the patient experience throughout the continuum of care. But which factors are the most important?

Siemens Healthineers and The Beryl Institute conducted a study to identify the most important factors that influence a patient's experience of healthcare. Participants in this study included 175 patients and their family members along with over 1,100 patient experience professionals. Of these professionals, 294 were from high-performing units as identified by performance on the patient satisfaction survey by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) based in the U.S.

In this study, participants rated more than 35 different factors. Besides the factors mentioned above, personal treatment of patients and families, teamwork among the care team, pain management, and communication/education were also said to play a significant role.

The results are summarized on a scorecard that shows the most influential factors along the patient journey. This scorecard can be used to gauge system-wide patient experience efforts as well as to identify gaps and potential areas for improvement.

Download the paper here

Key takeaways

  • Many hospitals have started patient experience programs. It's now about identifying the priorities and practices that lead to sustained success for your organization
  • The most influential factors in improving the patient experience were identified by about 300 high-performing patient experience institutions along with almost 200 patients and family members
  • The influence factors are shown on an easy-to-use scorecard to gauge your system-wide patient experience efforts as well as to identify gaps and potential areas for improvement.

About Jason Wolf

Jason A. Wolf, PhD, CPXP is a passionate champion of and recognized expert on patient experience excellence, organization culture, and high performance in healthcare. He is president and founder of The Beryl Institute and the founding editor of the Patient Experience Journal (PXJ).

The Beryl Institute is a global community of practice dedicated to improving the patient experience through collaboration and shared knowledge.


About the Insights series

By joining the conversation with industry thought leaders and change makers, we are sharing forward-thinking ideas and solutions. We are also establishing a platform for leaders in healthcare to connect and exchange with peers. The Insights series offers actionable insights on how to tackle challenges and create solutions that work. Be inspired by best practices and engage with experts at the interface of technology and care.

For more on the Insights series, please visit siemens-healthineers.com/insights-series

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