patient experience, service culture, engagement, focus, accountability, commitment, leadership, organizational culture, service excellence, identifying goals, patient care, HCAHPS, patient experience leader, top performers, performance, staff, rounding
The Four Cornerstones of an Exceptional Patient Experience
Kristin Baird, RN, BSN, MHA
The Baird Group
Jason A. Wolf, Ph.D.
The Beryl Institute
With support from Avatar International, LLC
A focus on the patient experience has forced new conversations to the forefront of hospital operations. The current requirements to publically report HCAHPS scores ties the amount of reimbursement directly to levels of service performance. This paper highlights the results of two new surveys that illuminate the importance of the patient experience and describes the components of a successful service culture. Characteristics of top performers are detailed followed by case studies that illustrate service excellence.
Leaders in high performing organizations keep service efforts visible by identifying clear goals and establishing accountability. By engaging staff at all levels of the organization, and allocating the appropriate personnel and time as a foundation for improvement, these organizations are showing measureable gains in the patient experience. Organizations that build an effective culture of service have mastered the art and science of putting patients first, which is the essential ingredient of a successful patient experience.