by Isaiah Dominguez | Jul 12, 2019 | Excellence Accelerator, Patient Experience
At its simplest, Service Recovery is a set of tools and techniques that can be used to make things right after something has gone wrong with the healthcare experience. Service Recovery should activate the moment we identify we have not met the patient or their loved...
by Noah Larsen | Jul 3, 2019 | Patient Experience
Patient Safety is a foundational expectation of the patient experience and an important driver of loyalty. The reality is that the role of the patient is foreign for us as individuals—especially in the outpatient and ambulatory settings where we have more limited time...
by Noah Larsen | Jul 1, 2019 | Employee Experience, Patient Experience
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...
by Noah Larsen | Jul 1, 2019 | Patient Experience
“Lag time” refers to the amount of time between a patient’s experience and when the survey of that patient’s experience is administered, and research indicates that this amount of time affects patient perceptions in HCAHPS surveys. You can think of this as “lag...
by Isaiah Dominguez | Jun 26, 2019 | Employee Experience, Patient Experience
“Slow and steady wins the race.” Remember this phrase? This underlines the method of sustaining the simplicity of “quality over quantity.” Hospitals are routinely exploring fresh new ideas to improve team building through patient, employee, and the physician...
by Isaiah Dominguez | Jun 25, 2019 | Patient Experience
We’re excited to start the summer learning about CAHPS! Join Jan Gnida, CPXP, Senior Vice President of Research Operation and Erin Godden, CAHPS Communications Manager, to get the latest news from the Centers for Medicare & Medicaid Services (CMS) about...
