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.
What do you see when you step inside a hospital? If you walk through the doors as an administrator, clinician or nurse, chances are you see many different kinds of patients—all with distinct needs, concerns and conditions. But how often do you see the person behind the patient?
Topics: Patient Experience
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.
Most employees (51 percent) are not engaged at work, according to Gallup research. They feel indifferent and uninspired, which can lead to malaise in the workplace, creating a culture of carelessness, infighting or even bullying among staff.
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.
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.
As a former government executive, John Schall knew the ins and outs of healthcare policy better than anyone, but his perspective on healthcare changed five years ago when he became a family caregiver for the first time. His mother had a stroke while caring for his ailing father, and soon Schall was traveling to and from Washington, D.C., to Michigan to care for them both. The experience opened his eyes to the realities of caregiving: from the stress and anxiety the role brings to the arduous tasks of managing medications, medical bills, and doctor visits for a loved one.