An effective nurse must have excellent clinical skills and knowledge—but that’s not all. Nurses are able to provide the highest level of care when they have the soft skills required to work well with other healthcare team members and deliver compassionate, focused care to their patients.
With the healthcare industry rapidly shifting from fee-for-service to a pay-for-performance model and consumers becoming more invested in their healthcare choices, creating value has become a top priority for hospital leaders.
Hospitals are renewing their sense of purpose and putting patients back at the center of the healthcare experience, according to a newly released benchmarking study on patient experience from The Beryl Institute. The momentum behind patient experience, which The Beryl Institute defines as “the sum of all interactions shaped by an organization’s culture, that influence patient perceptions across the continuum of care,” continues to build, with more than half of hospitals in the study reporting progress in advancing this effort.
What experience can patients and their families expect when they walk into your hospital? Chances are they probably already have some idea based on their past experiences or your reputation in the community or on social media. With value-based care growing and consumers demanding more from their healthcare providers, many hospitals are working hard to improve these perceptions and enhance the experience patients have while staying at their facilities.
Topics: Patient Experience
Hospitals that deliver a better patient experience perform better financially, attract more loyalty from patients and reduce their malpractice rates, research shows. But how can hospitals invest more in patient care at a time when many facilities are short-staffed and dealing with razor-thin margins? They can start by tapping into a resource they all have at their fingertips—data.
Richard Corder has spent decades in the hospitality industry, from running a valet parking business to serving as a luxury hotel executive. But it was a stay in the hospital that ignited his passion for what he does today: helping healthcare leaders and organizations manage change, improve outcomes and align the experience of care with expectations and needs.
Topics: Patient Experience
Improving the patient experience is a growing initiative for many healthcare organizations, and data is key to driving this forward for most organizations. Today’s clinicians have more data and software solutions at their fingertips than ever, but outdated technology systems and the lack of interoperability between them makes using this data to communicate, coordinate care, and improve patient outcomes an uphill battle.
Today Matt Cavallo is known in healthcare industry circles as a leading speaker, consultant and clinical educator. Author of the memoir, The Dog Story: A Journey Into a New Life With Multiple Sclerosis, Cavallo inspires audiences across the country with his story of overcoming the physical and emotional challenges of chronic illness. As chief customer officer and vice president of innovation at Care Experience, he uses his own experiences as a patient and professional in the healthcare system to help develop technologies to improve patient engagement, communication and care coordination.
But it was just a decade ago that Cavallo was a scared and confused patient staying in the hospital for the first time and not knowing what to expect or how to best communicate with the clinical team caring for him. Cavallo’s hospital experience began when the 28-year-old real estate developer was taken to the emergency room after weeks of experiencing numbness in his legs and struggling to walk. Nearly a month later, Cavallo was diagnosed with MS and began his journey from a patient struggling with depression and despair to an advocate who has not only conquered the debilitating effects of his disease, but also devoted his life to improving the patient experience for others.
Read on for more from our conversation with Cavallo, how his experiences as a patient inspired him to help others, and his advice for hospitals and patients.
With value-based care on the rise and consumers wielding greater influence in healthcare overall, delivering a positive patient experience is near, if not at the top, of every hospital CEO's list.
Patient experience has become a popular buzzword in hospitals over the past few years, especially as healthcare consumerism has grown, but it is more than just a fleeting industry fad, as The Beryl Institute illustrates in its latest benchmarking study, The State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement.