Building a patient experience program Develop a patient

Building a patient experience program Develop a patient experience program to improve your practice and increase satisfaction among patients and caregivers © 2017 American Medical Association. All rights reserved. 1

What is patient experience? Patient experience considers a patient’s end-to-end journey through the continuum of care. Patients and their loved ones can provide valuable input on what a practice is doing effectively and where improvements can be made throughout the patient journey. Successful patient experience efforts are grounded by creating a platform for change, leveraging transparent feedback, and effective training. © 2017 American Medical Association. All rights reserved. 2

How can a patient experience program benefit my practice? • • Improve patient engagement Enhance physician-patient relationships Improve patient outcomes Help identify areas for improvement Help recognize and celebrate what you do well Increase practice reputation and patient loyalty Improve patient satisfaction scores Bring joy back to practice © 2017 American Medical Association. All rights reserved. 3

Six steps to building a patient experience program 1. Assess the current state of patient satisfaction 2. Define your “North Star” 3. Engage key stakeholders in experience design 4. Develop and implement your patient experience strategy 5. Analyze feedback and determine impact 6. Recognize accomplishments and improve over time © 2017 American Medical Association. All rights reserved. 4

What are some patient experience strategies? Below are ideas for appreciating patient perceptions and improving the patient experience that you can implement in your practice: • Form a Patient and Family Advisory Council (PFAC) • Institute regular leadership “rounding” • Implement service excellence training • Make employee engagement a priority • Teach effective and empathetic communication • Use a patient satisfaction survey © 2017 American Medical Association. All rights reserved. 5

Tools/Resources available to your practice • Patient satisfaction survey • Guide to leadership rounding • AIDET service excellence training tool • Tips for guiding a focus group • REDE Model Communication Toolkit • Employee Engagement Survey © 2017 American Medical Association. All rights reserved. 6

How is it working at other practices? New Haven, CT New York, NY ©

“ I have learned so many skills that not only will and aid me in teaching this curriculum but also are highly applicable to leadership endeavors and professional interactions. Not only will it improve the patient experience but it also has the potential to really restore a joy in patient care that so many physicians are lacking but desiring. ” Practicing Physician © 2017 American Medical Association. All rights reserved. 8