When designing action plans that will improve patient perceptions, PRC recommends beginning with your Key Drivers of Excellence®. To improve perceptions of the Overall Target (such as Overall Quality of Care, Overall Rating of the Hospital, Likelihood to Recommend), you should consider what specific questions most influence that general measure. That’s what Key Drivers® are for; they provide a more specific place to focus your efforts. We use statistical analysis to sort through patients’ responses to identify the areas that are most important in making experiences excellent. Every survey question provides information, but not every piece of information is equally important to your patients.
Key Drivers and Improvement Efforts
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