How can our hospital make the patient experience better?
For most hospitals, this is a question that is always top of mind. Between the CMS Hospital Compare website that ranks hospitals based on patient survey results, and value-based payment models that consider patient satisfaction a success metric, hospitals have good reasons to be mindful of patients’ feelings about them. But, beyond surveys, how do hospitals know whether or not they are making the grade and meeting the expectations of their patients?
According to research from the Johns Hopkins Medicine Armstrong Institute for Patient Safety and Quality, many hospitals that are top-performers in the area of patient experience conduct executive and nursing rounds, and also reach out to patients via follow-up phone calls in order to gain an understanding of what they are doing well and where they need to make improvements.