State of Patient Experience 2015 Infographic

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PURPOSEFUL LEADERSHIP AND A STRONG CULTURE ARE SEEN AS CRITICAL IN ACHIEVING GREAT PATIENT EXPERIENCE STATE OF PATIENT EXPERIENCE 2015: A Global Perspective on the Patient Experience Movement PATIENT EXPERIENCE REMAINS A TOP PRIORITY FOR ORGANIZATIONS ACROSS ALL SEGMENTS Non-US Hospitals Long-Term Care US Hospitals Practices 47% 45% 53% 38% DOES YOUR ORGANIZATION HAVE A FORMAL DEFINITION OF “PATIENT EXPERIENCE?” 83% 82% 84% 78% DOES YOUR ORGANIZATION HAVE A FORMAL STRUCTURE FOR ADDRESSING “PATIENT EXPERIENCE?” 58% 52% 60% 69% DOES YOUR ORGANIZATION’S “PATIENT EXPERIENCE” EFFORT HAVE A FORMAL MANDATE/MISSION? SENIOR PATIENT EXPERIENCE LEADERSHIP AND STAFF INVESTMENT IS GROWING 2013 2011 ENGAGEMENT OF PATIENT AND FAMILY VOICE IS ON THE RISE 2013 US Hospitals 2015 US Hospitals SOURCE: A Report onThe Beryl Institute Benchmarking Study, State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement, Jason A. Wolf, Ph.D., President Improving the Patient Experience www.theberylinstitute.org LEADING FORWARD: A CALL TO ACTION What is your organization’s commitment to providing the best in experience? 43% Practices 74% Long-Term Care 56% Non-US Hospitals 52% US Hospitals 40% Practices 47% Long-Term Care 74% Non-US Hospitals 61% US Hospitals PX or Patient Satisfaction Quality/ Patient Safety 39% Practices 29% Long-Term Care 51% Non-US Hospitals 37% US Hospitals Cost Management/ Reduction ...YET ORGANIZATIONAL DEFINITION STILL LAGS The Beryl Institute defines the Patient Experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care. STRUCTURES FOR ADDRESSING PATIENT EXPERIENCE ARE WIDELY PRESENT... Mission Vision Values 2015 22% 13% 42% CXO/PX Leader CXO/PX Leader CXO/PX Leader PATIENT/FAMILY FOCUS GROUPS OR INTERVIEWS PATIENT/FAMILY ADVISORY COMMITTEE BEDSIDE SURVEYS/ FEEDBACK DURING ROUNDING 32% 55% 42% 49% 37% 29% The largest research of its kind on patient experience: 1,561 RESPONDENTS FROM 21 COUNTRIES FROM PHYSICIAN PRACTICE TO HOSPITALS TO LONG-TERM CARE TOP PRIORITIES IN ADDRESSING THE PATIENT EXPERIENCE QUALITY/CLINICAL OUTCOMES SEEN AS MOST IMPACTED BY POSITIVE PATIENT EXPERIENCE THE CONSUMER IS SPEAKING: PATIENT EXPERIENCE MATTERS HCAHPS PhysicianCommunication PatientEngagement PatientSatisfaction Medications Employee Engagement PFA/C Culture ServiceExcellence Discharge Accountability Access Training BestPractices Facilities CareCoordination Staffing Recognition PhysicianEngagement ED Population SafetyResponsiveness ProcessImprovements Transparancy Cleanliness Handoff Outcomes Quality Communication Leadership NurseCommunication Compassion PatientVoice Metrics Behavior Noise Environment Rounding PainManagement ACROSS ALL HEALTHCARE SETTINGS HIGHLY ENGAGED STAFF/EMPLOYEES PURPOSEFUL AND VISIONARY LEADERSHIP 3.3 AVERAGE RANK A HEALTHY, POSITIVE & STRONG ORGANIZATION CULTURE 3.8 AVERAGE RANK 4.0 AVERAGE RANK A SHARED MISSION/PURPOSE 4.1 AVERAGE RANK 69% Practices 64% Long-Term Care 82% Non-US Hospitals 71% US Hospitals Somewhat Important 12% Not at All Important 1% 87% Extremely Important Minimally Important 0% *Based on rank of factors to achieving a positive Patient/Resident Experience from most to least important where 1 is the most important and 9 is the least important. Somewhat Significant 28% Not at All Significant 4% 67% Extremely Significant Minimally Significant 1% IMPORTANCE OF PATIENT EXPERIENCE SIGNIFICANCE IN DECISIONS

Transcript of State of Patient Experience 2015 Infographic

PURPOSEFUL LEADERSHIP AND A STRONG CULTURE ARE SEEN AS CRITICAL IN ACHIEVING

GREAT PATIENT EXPERIENCE

STATE OF PATIENT EXPERIENCE 2015:A Global Perspective on the

Patient Experience Movement

PATIENT EXPERIENCE REMAINS A TOP PRIORITY FOR ORGANIZATIONS ACROSS ALL SEGMENTS

Non-US HospitalsLong-Term CareUS Hospitals Practices

47% 45%53%

38%

DOES YOUR ORGANIZATION HAVE A FORMAL DEFINITION OF “PATIENT EXPERIENCE?”

83% 82% 84%78%

DOES YOUR ORGANIZATION HAVE A FORMAL STRUCTURE FOR ADDRESSING “PATIENT

EXPERIENCE?”

58%52%

60%69%

DOES YOUR ORGANIZATION’S “PATIENT EXPERIENCE”

EFFORT HAVE A FORMAL MANDATE/MISSION?

SENIOR PATIENT EXPERIENCE LEADERSHIP AND STAFF INVESTMENT IS GROWING

20132011

ENGAGEMENT OF PATIENT AND FAMILY VOICEIS ON THE RISE

2013 US Hospitals 2015 US Hospitals

SOURCE:A Report onThe Beryl Institute Benchmarking Study, State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement, Jason A. Wolf, Ph.D., President

Improving the Patient Experience

www.theberylinstitute.org

LEADING FORWARD: A CALL TO ACTIONWhat is your organization’s commitment to providing the best in experience?

43%Practices

74%Long-Term Care

56%Non-US Hospitals

52%US Hospitals

40%Practices

47%Long-Term Care

74%Non-US Hospitals

61%US Hospitals

PX or Patient Satisfaction

Quality/Patient Safety

39%Practices

29%Long-Term Care

51%Non-US Hospitals

37%US Hospitals

Cost Management/

Reduction

...YET ORGANIZATIONAL DEFINITION STILL LAGSThe Beryl Institute defines the Patient Experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

STRUCTURES FOR ADDRESSING PATIENT EXPERIENCE ARE WIDELY PRESENT...

Mission

Vision

Values

2015

22%13% 42%CXO/PX Leader

CXO/PX LeaderCXO/PX Leader

PATIENT/FAMILYFOCUS GROUPS OR INTERVIEWS

PATIENT/FAMILYADVISORY COMMITTEE

BEDSIDE SURVEYS/FEEDBACK DURING

ROUNDING

32% 55%

42% 49%

37%29%

The largest research of its kind on patient experience:

1,561 RESPONDENTS FROM 21 COUNTRIES

FROM PHYSICIAN PRACTICE TO HOSPITALS TO LONG-TERM CARE

TOP PRIORITIES IN ADDRESSINGTHE PATIENT EXPERIENCE

QUALITY/CLINICAL OUTCOMES SEEN AS MOST IMPACTED BY POSITIVE PATIENT EXPERIENCE

THE CONSUMER IS SPEAKING:PATIENT EXPERIENCE MATTERS

HCAHPSPhysicianCommunication

PatientEngagementPatientSatisfaction

Medications

Employee Engagement PFA/CCulture ServiceExcellenceDischarge

AccountabilityAccessTrainingBestPracticesFacilities CareCoordination

StaffingRecognition

PhysicianEngagementEDPopulation

SafetyResponsivenessProcessImprovements

Transparancy

Cleanliness

HandoffOutcomes QualityCommunicationLeadershipNurseCommunication

CompassionPatientVoice

MetricsBehavior Noise

Environment RoundingPainManagement

ACROSS ALL HEALTHCARE SETTINGS

HIGHLY ENGAGED STAFF/EMPLOYEES

PURPOSEFUL ANDVISIONARY LEADERSHIP

3.3 AVERAGE RANK

A HEALTHY,POSITIVE & STRONG

ORGANIZATION CULTURE3.8 AVERAGE RANK

4.0 AVERAGE RANK

A SHAREDMISSION/PURPOSE

4.1 AVERAGE RANK

69%Practices

64%Long-Term Care

82%Non-US Hospitals

71%US Hospitals

SomewhatImportant

12%

Not at AllImportant 1%

87%ExtremelyImportant

MinimallyImportant 0%

*Based on rank of factors to achieving a positive Patient/Resident Experience from most to least important where 1 is the most important and 9 is the least important.

SomewhatSigni�cant

28%

Not at AllSigni�cant 4%

67%ExtremelySigni�cant

MinimallySigni�cant 1%

IMPORTANCE OF PATIENT EXPERIENCE

SIGNIFICANCEIN DECISIONS