by Noah Larsen | Jul 24, 2019 | Patient Experience
Your PRC Patient Experience Study asks patients, “How would you rate your overall safety? Excellent, Very Good, Good, Fair, or Poor?” This safety question is one of the most common Key Drivers of Excellence® for how patients feel about their overall quality of care in...
by Noah Larsen | Jul 17, 2019 | Patient Experience
One of the most powerful techniques to improve and sustain an outpatient department or ambulatory care experience that drives patient loyalty is implementing ways to keep patients informed throughout their visit. When patients make outpatient/ambulatory appointments,...
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 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...
