Patient Experience Offices: Its Basics and Overview

Patient Experience Offices: Its Basics and Overview

Determining a patient’s experience in a health care setting is very crucial when it comes to providing quality care. The patient's feedback regarding their experience in a health care setting speaks for the care, the medical intervention, and the management of wellness that the patient received from that institution. Establishing competent patient experience offices is necessary, not just for hospitals, but for walk-in health centers as well. A hospital may thrive and survive with a steady flow of clientele and continuous demand for quality health care, but everything does not focus on profitability alone.

The optimum satisfaction of patients is very important, as it plays a big role, not just to the well being of a health care facility's clientele, but in health care accountability, as well. When a health care institution struggles to improve its services to promote patient satisfaction, it endures the consequences in the end. Most of the time, the medical and nursing management of a hospital will take steps to improve certain aspects in the health care setting, such as enhancing the flow of communication between the health care team and the patients, or reassessing the present continuity of the system of work in the setting. Many hospitals have established patient experience offices that are responsible for assessing and making sure patients are satisfied during their stay in that particular hospital.

In order to improve patient satisfaction, a hospital usually conducts a review, recall, or walk-through of its available services. Doing this allows the hospital staff  to identify their present strengths and weaknesses. A walk-through opens the doors to further improvement of the hospital’s services. The management should also ensure that the staff of the hospital are bound to serve with the utmost care and compassion for their clientele. In order for this goal to be achieved, staff should be patient-centered and have excellent communication skills, in order to touch base with their clientele in a simpler, easier to understand, manner.

Every medical facility is bound to keep patients first on their list of priorities. In order to do this, quality health care service starts with addressing all of the aspects in regards to patient satisfaction. These aspects include the physical comfort of the patient, patient safety, and the fact that a patient should feel at ease during any visit to a medical facility. The patient needs to not only be comfortable, but be familiar with the setting and the procedures in which he or she is about to undergo, as well.

A typical patient experience office measures the quality of a hospital’s services. In the United States, all hospitals are required to conduct satisfaction surveys meant for their patients to fill out to assess the current status of the institution’s services. These surveys are formulated, controlled, and regulated by CMS (Centers for Medicare and Medicaid Services).

Aside from the generic questionnaire provided by CMS, individual patient experience offices can also formulate their own questionnaires depending on that particular hospital’s protocol. Making use of simple tactics to assess the status of a hospital’s quality of patient services comes from getting feedback from a patient’s experience and therefore, the quality of service is strengthened and improved.

The typical physician-patient relationship is an integral part of the overall process  and this is where medical intervention and wellness starts. Extra attention and effort should be given to assess the relationship of physicians to patients and vice versa. Positive responses to physician-patient relationships in a healthcare setting yields happier, more satisfied clients and better publicity for the institution, as well.

Not all hospitals have their own patient experience office to harness quality services, but for those that do, the help of the patient experience office will boost the satisfaction of health care clients and lead to better overall hospital performance and quality of care.


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