The Beryl Institute defines Patient Experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. Because reimbursement from CMS is tied into the patient experience survey results, measuring patient experience has become a major initiative at hospitals.
Patients who are more satisfied with their healthcare experience are more likely to return to your hospital and follow healthcare recommendations. Higher patient experience scores might also show that your hospital has a greater sense of teamwork, leadership and a commitment to continue improving healthcare quality.
Understanding a patient's experience is important to reaching those desired patient scores. Reporting patient experience is important too, but once you have this information, analyzing it will allow you to make good decisions on the continuing improvement to the experience.
At RL Palooza this year, RL will present several sessions—including some co-presentations with our clients—to help patient experience professionals learn how to gather data and perform analysis better:
- NEW! Bite-Sized Learning: These 20 minute sessions will give you a quick overview of topics to help you get more out of your RL system and improve patient experience. Attend sessions such as Demistifying Dashboards, where you'll learn how to use dashboards effectively to give you statistical information in real time. The Remote System Administration and System Health Checks sessions offer a overview of RL services that help our clients manage their system more effectively.
- System Health Analytics at Trillium Health: System Health Analytics is a new offering from RL Solutions. Listen to how this has been beneficial to one of the first clients to use this service and the information Trillium was able to use to help the organizations attain its goals.
- Models for Effective Workflow: Having a good workflow to manage feedback files is essential to providing the Patient Experience team with timely information. Attend this panel discussion with three RL clients and learn about the workflow models they implemented and their successes.
Dealing with patients and families about their complaints and more serious grievances can be challenging. You might find these sessions useful in addressing these issues: The Role of Patient Relations in Addressing Patient Complaints, Dealing with Complex Patients, Patients and Families Are Angry for a Reason, Growing Patient and Family Engagement. And that's just to name a few!
Interested in attending RL Palooza 2016? Register now!