Written by: Lauren Walling
Hospitals across the US are preparing for Patient Experience Week, April 25 through April 29. First introduced by the Beryl Institute in 2014, this annual celebration recognizes the efforts of healthcare staff and their impact on the patient experience. Although only three years since inception, Patient Experience Week has become an important means for acknowledging a critical aspect of patient care, empowering healthcare workers to make a positive impact on the patient experience.
The healthcare industry has experienced a paradigm shift in its approach to patient care over the past decade. This conversion reflects both the changing expectations of patients and the impact of the Affordable Care Act (ACA). Today’s patients view themselves as a customer of healthcare services. “Patients, with more choices and more of their own money at stake, are demanding a more customer-friendly experience,” as noted in a recent Beryl Institute article. This can be a difficult expectation for hospitals to meet as clinical care can be detrimental to the health and safety of the patient. Conversely, there is a correlation of satisfied patients to healthier patients. In research prepared by the American Hospital Association (AHA), it is reported that a patient who is engaged in their care is more likely to have improved overall health.
Patient satisfaction is also an emerging policy issue. ACA Medicare requirements have linked hospital pay to patient satisfaction since October of 2012, when one percent was cut out of total hospital Medicare reimbursements. Hospitals have the opportunity to earn this money back by achieving high patient satisfaction scores that meet described care standards. In order to effectively measure patient care from a quantitative perspective, hospitals utilize a 32 question patient survey developed by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). This ACA requirement creates a system of risk and reward for hospital networks, reducing exposure to penalties while increasing the opportunity to receive Medicare reimbursements.
It can be difficult for hospitals to maximize the patient experience within the framework of the ACA requirements. Staff are encouraged to create patient loyalty and satisfaction, which can distract from providing superior healthcare from a clinical perspective. It also represents a change in culture, where the patient is at the center of the service delivery framework. The importance of recognizing staff that excel in improving the patient experience in this environment can be impactful. Patient Experience Week honors all staff efforts in this area, from nursing to cafeteria personnel.
The role of technology in support of the patient experience continues to expand. Innovative point solutions ensure accurate measurement of patient satisfaction and survey results, as well as clinical care status. Technology is assisting hospital staff in focusing on improving the patient experience and simultaneously improving the bottom line.
Lauren Walling
Lauren Walling is a graduate of Emory University with a degree in Industrial Psychology, as well as an MBA from the John Sykes School of Business from The University of Tampa. She currently sits on the Board of Fellows at the University of Tampa, and is a member of the Healthcare Business Women's Association, National Association of Professional Women, and the Morton Plant Skip Cline Society. Lauren works with large Healthcare Systems implementing Patient Experience Solutions that streamline processes, increase patient experience and improve quality and safety.
