PATIENT EXPERIENCE (PX) & DIVERSITY, EQUITY AND INCLUSION
“The sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.” The Beryl Institute
This is different for each individual and includes access to care, quality of care, efficiency, patient-centered delivery, meeting expectations, timeliness, respect, service excellence, education, population health and safety.
IMPROVING QUALITY OUTCOMES
Examples of previous project outcomes
Improved staff competencies and understanding of the PX journey and standard work. Every patient, every time, to become a high-reliability organization (HRO), improving the Net Promoter Score from 61% to 74%.
Improved PX data reliability and rapid response to service recovery, supporting an organizational culture change to one of action. Results showed an increase in Net Promoter Score (NPS) >10% and a 90% top box consumer Courtesy & Respect score
PREVIOUS PROJECTS RELATED TO DIVERSITY EQUITY, INCLUSION AND SOCIAL DETERMINANTS OF HEALTH IMPACTING PX
Elevating the voice of the patient and involving patients in decision making
Significantly improved the voice of Spanish speaking patients from a 6% return rate to a 46% return rate on PX surveys and developed an extensive Patient Advisor Program with over 1,500 virtual advisors during the pandemic.
Elevated the visibility and impact of the Patient and Family Advisory Council (PFAC) within the organization, included members of the executive team. Improved transparency and the involvement of advisors on organizational decision making.
Identified disparities in care through PX data analysis for non-English speaking patients in addition to other vulnerable populations such a those with physical or cognitive disabilities, autism spectrum disorder (ASD) and LGBTQ patient . Resulted in a significant improvement in access to care, timeliness of interpreters and increase awareness and compassion of staff. Improvements to experience scores were notable and data shared with a larger organizational study on population health and the delay in receiving preventative care.