State of Patient Experience 2015 Infographic
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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