Assignment: The Patient Experience

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Assignment: The Patient Experience

Assignment: The Patient Experience

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Evaluate the role and importance of the patient experience.


The Public Information Officer for Chaparral Regional Hospital has contacted you requesting information for the employee newsletter. In particular, she would like you to write a short article with an accompanying infographic detailing the role and importance of the patient experience when working towards quality improvement.


The article should address the role and importance of the patient experience in healthcare when working towards quality improvement. Both the article and the infographic should include appropriate information and graphics.

The goal of the article is to provide the reader with valuable information and enlighten them about the subject. Therefore, your article should be more persuasive than academic. In the article, you will address the role of the patient experience in healthcare and its importance. APA standards would still apply.

APA formatting for the article, and proper grammar, punctuation, and form are required.

You will highlight the major ideas from your article in the infographic. An infographic is a visual representation of ideas, and you are free to be as creative as you want when creating your infographic.

Patient experience refers to patient’s experiences with the health-care system, including care from health plans as well as doctors, nurses, and other staff in hospitals, physician practices, and other health-care facilities. 
Patient experience encompasses numerous characteristics of health care delivery that patients value highly when seeking and receiving care, such as timely appointments, easy access to information, and effective communication with health care providers, as an intrinsic component of health care quality.


Understanding the patient experience is an important step toward providing patient-centered treatment. 
One can assess the extent to which patients are receiving care that is respectful of and responsive to individual patient choices, needs, and values by looking at several areas of patient experience. 
In order to provide whole picture of health care quality, patient experience must be evaluated alongside other factors such as effectiveness and safety of care.


Patient Satisfaction and Patient Experience are not the same thing.


Although the terms “patient satisfaction” and “patient experience” are sometimes used interchangeably, they are not synonymous. 
To assess patient satisfaction, ask patients if something that should happen in health-care context (such as clear communication with clinician) really did and how often it happened.


On the other side, satisfaction refers to whether patient’s expectations about health contact were realized. 
Because of their differing expectations, two persons who receive the same treatment but have distinct expectations for how that care should be given can offer different satisfaction ratings.


Patient Experience is Measured through CAHPS Surveys


While there are variety of ways to collect data on patient satisfaction, CAHPS surveys have emerged as key tools for organizations looking to assess the patient-centeredness of their treatment and find areas for improvement. 
Patients are asked to report on the components of their experiences that are relevant to them and for which they are the best, and sometimes the only, source of information in CAHPS surveys, rather than on how satisfied they were with their care. 
The surveys create standardized and validated measures of patient experience that clinicians, consumers, and others may trust on because they ask well-tested questions using consistent technique across wide sample of respondents.


Learn more about how CAHPS surveys measure patient experience by listening to the podcast. 
External Link Disclaimer— An interview with Susan Edgman-Levitan, PA, Executive Director of Massachusetts General Hospital’s John D. Stoeckle Center for Primary Care Innovation and co-principal investigator of the Yale CAHPS team.
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