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Excellence Without Key Drivers®

July 1, 2019

Key Drivers are determined through statistical analysis using survey responses from patients discharged from the survey area; they tell you what aspects of care are most influential in creating excellent patient experiences. By helping narrow your focus on what is most important to your patients, Key Drivers serve as an appropriate starting point when you design action plans and strategies to improve the patient experience. Unfortunately, many areas of your hospital that impact the patient experience are not “survey areas.” For example, patients are not discharged from registration or environmental services, but these areas still need to know where to focus their patient experience improvement efforts. The following resource contains considerations ror areas like these that don’t have Key Drivers.