The state of patient experience: Gains and losses

by Anthony Cirillo I may be late to the game in reacting to the research report "The State of Patient Experience in American Hospitals." The biannual survey was conducted by The Beryl Institute and Catalyst Healthcare Research and included 1,072 respondents from 672 unique organizations. In the research announcement my friend, colleague and fellow Hospital Impact blogger Jason Wolf, president at The Beryl Institute noted: "The bottom line is clear, patient experience remains a top priority among American hospitals and continues to be a key issue for hospital leaders. This reinforces the point that the patient and their experience--the quality of their outcomes, the safety of their environment, the service they are provided--must be and should remain central to our healthcare conversation." So what is the state of patient experience? In 2011, when answering the question--How do you feel about the progress your organization is making toward in improving the patient experience?--25 percent of people were very positive. In 2013, that number dropped to 17 percent. Positive responses dropped seven points from 61 percent in 2011 to 54 percent this year while neutral and negative responses increased slightly. Those working in the field are not as optimistic as they had been. And this comes at a time when most of their organizations' stated top priority was patient experience/satisfaction, up seven points from 2011 and topping quality/patient safety, cost reduction, electr...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs