April 23 through 27 is Patient Experience week, described by the Beryl Institute as “a focused time for organizations to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience every day.” Many providers are recognizing staff and physicians who personify putting patients first.
With the patient voice growing in importance, we’d like to call out some healthcare providers who put the ‘every day’ into their own efforts and use patient feedback as a catalyst to create a better patient experience.
At Florida Orthopaedic Institute, patient experience is informed by a hospitality-inspired program instituted by Director of Marketing & Customer Service Donna Bossuyt and Marketing & Customer Service Manager Kim Mott. They’re helping FOI move from a physician-centric culture to a patient-centric one. You can learn more about it here and here.
KureSmart Pain Management has worked to improve engagement and listen more closely to patient voices by sharing patient feedback with physicians, and inspiring their medical staff to take an active role in engagement. As a result KureSmart’s overall patient experience score increased by 68 percent and patient loyalty increased by 52 percent. Learn more about their program here.
Providence St. Joseph Health are helping patients make a more informed decision when selecting their next physician by publishing star ratings and patient comments from CAHPS surveys to their provider profile pages. You can learn more about it here.
Spartanburg Regional Healthcare places a high priority on patient engagement. They take it so seriously that patient engagement and service recovery are a part of the day one onboarding experience for every newly hired physician. “We hammer home to the physicians how important it is that our patients have good experiences,” says Mary Reid, RN, Senior Physician Development Consultant. Learn more about Spartanburg’s patient-focused onboarding session here.
Have you done something special to celebrate patients and honor staff members who stand out for putting patient engagement first? Tell us all about it!
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