Prioritizing Patient Experience in Healthcare

1
Let us prioritize patients experience
2
and make patient experience data more actionable
3
Factors that influence patient satisfaction scores

• Physician bedside manner.
• Facility cleanliness.
• Nurse response time.
• Efficiency of healthcare administrators and chief
  patient experience officers (CXOs)

4
Survey Goals of the patient experience office
Key CXO Goals Expected Benefits
Hit or exceed CAHPS-related targets Improve reimbursements, avoid penalties
Provide a consistent experience across facilities Higher patient satisfaction and loyalty
Build awareness of improving experience Staff see how better experience impacts their role
Improve health literacy More informed patient decision-making
Address operational challenges Enable continuous improvement
Align with industry best practices Leverage evidence-based frameworks
5
(No Transcript)
6
Other than these, there are a few patient
specific needs that needs to be addressed
7
Unmet survey needs, in order of importance

• Capture patient sentiment at point of care.
• Provide direction for point-of-care surveys.
• Capture patient sentiment beyond surveys.
• Understand the impact of the human touch.
• Analyze open-ended Q.
• Populate a data warehouse.
• Help healthcare organizations develop their
  strategy

8
We believe its quite challenging to stay on top
as a patient service provider, but we have got it
all covered for you
9
Quality Reviews offers innovative service
recovery tools that produce actionable data and
insights that enable real-time adjustments.
10
With hospitals today operating on the narrowest
of margins, losing even one patient over poor
customer service is too many
11
What we do
12
Q-Reviews is our Real-time Patient Feedback and
Service Recovery platform for the outpatient
setting
Q-REVIEWS
13
Q-Rounding is our Patient Experience Rounding
tool for the inpatient setting
Q-ROUNDING
14
Q-Reminders is our Appointment Reminder tool for
the outpatient setting.
Q-REMINDERS
This Photo by Unknown Author is licensed under CC
BY-NC
15
Interested in learning more?Lets talk.
16
(No Transcript)