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Voices of Patients and Families: Partners in Improving Patient Experience

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improving patient experience, defining patient experience, focus, HCAHPS, Press Ganey, e-patient, communication, training, family engagement, hospital, caregivers, patient-family councils, patient-family care, roadblocks, success, compassion, surveys

Voices of Patients and Families: Partners in Improving Patient Experience

Jason A. Wolf, Ph.D.
President, The Beryl Institute

This paper shares insights on patient experience gained in speaking with 18 courageous patients and family members from healthcare practitioners to patient advocates. Part of the Voices series, the paper shows the importance of listening in the moment and acting on what is shared and invited. In taking the time to listen with compassion and establish partnerships, a space is created where true patient and family perceptions can be addressed and the overall experience positively impacted.

Nearly all of the contributors have dealt with chronic or severe illnesses and offer perspectives that arise from intense and long exposure to healthcare systems around the world. Their comments stem not only from personal experience, but also from what they have observed around the world while engaging in the causes they address.

Highlights from the paper include acknowledgement that patients are partners in the healthcare process, recognition that patients are not wired to actively engage in the process and consideration of coordinating efforts to identify and incorporate patient perceptions into the overall planning of care.

Related Body of Knowledge courses: Patient & Family Centeredness.

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