Patient Experience

As the demand for a better patient experience grows, healthcare providers must meet multiple challenges:

  • Create a patient-centered culture
  • Empower patients to confidently participate in their own care
  • Provide high quality and exceed safety standards
  • Manage the cost of care

These challenges must be addressed by every employee, from physicians and nurses to intake to environmental services working in both in- and -outpatient settings.

The Beryl Institute defines patient experience as, “The sum of all interactions, shaped by an organization’s culture, that influence patient perspectives across the continuum of care.”1

An organization’s patient experience team is critical in determining how patients perceive a healthcare system’s value—with profound effects on the overall system function. Today’s healthcare consumers are more informed than ever before. They look at hospital ratings for quality and safety, costs, and patient satisfaction. Patients also rely on the experience of others who write reviews and have opinions about the value and level of care, before they make an appointment with a care provider.

The patient experience mission starts at the top and flows down to each employee. This mission needs to be ingrained into the day-to-day workflows in multiple locations and settings, wherever a patient may go to access care. It also extends into the community, including outpatient clinics and physician offices and touching on everything from paperwork to parking lots.

Not long ago, patient experience was considered a trend or fad. This isn’t true anymore. Now the growth and evolution of patient experience teams in healthcare systems—with their strong focus on safety, quality, and service—provides an ever-growing opportunity to truly care for and support patients and their families in ways never thought possible.

Healthcare systems and patient experience teams need reliable, engaging resources that can be integrated throughout the system. The Wellness Network’s patient education tools are designed to help provide this standard of care. Our delivery platforms can be integrated across the system, providing the education patients need when they need it. By integrating our tools with established clinical workflow, patients are more engaged in their health, leading to an improved shared decision making relationship and better overall health outcomes.

These tools are inherently patient-centered as they focus on patients and their families moving along their health journey and demonstrating good self-care. Core programming includes topics such as patient safety, cardiology, diabetes, pulmonology, mental and emotional health, and much more! With the launch of our new HealthClips Online solution, healthcare providers can customize education to meet each patient in any setting, inpatient or outpatient, including their homes.

For more information about how we can support patient experience teams and their missions, call 888-219-4678 to request a demo of our content and delivery solutions.


References

1 https://www.theberylinstitute.org/page/definingpatientexp