Patient Experience best practices from the top-performing healthcare organisations
Each year, Press Ganey honours top-performing health care organisations whose commitment to delivering reliably safe, compassionate, high-quality care — and creating a culture of excellence to engage and support caregivers — has measurably advanced the industry.
These organisations met strict requirements for superior performance to improve the delivery of patient-centred care and foster exceptional workforce engagement. As the industry faced the immense challenges and demands presented by the COVID-19 pandemic and inequities in health care, these high performing organisations shared with us the best practices they employ to drive performance.
According to the best-practices survey responses from Press Ganey award winners, top-performing organisations make it a strategic priority to achieve high levels of safety, workforce engagement, patient experience, and data-driven improvement.
In the area of Patient Experience, the top-performing organisations were identified as being highly effective in the following practices:
|Access to Care||Patient flow strategy|
|Access to Care||Strategies to improve patient access to health care services|
|Compassionate Connected Care||Formal behaviour/service standards|
|Compassionate Connected Care||Previsit confirmation phone calls|
|Compassionate Connected Care||Proactively communicate with patients about delays|
|Compassionate Connected Care||Shared decision-making|
|Data use||Connect patient experience and employee engagement|
|Data use||Share patient experience survey results with non physician staff|
|Safety||Discharge planning upon admission|
|Safety||Retrospective case reviews|
Additional patient experience practices that are highly effective and practiced by the top-performing organisations are:
|Practice||% report in use||% report effective|
|Bedside shift report||76%||99%|
|Formal patient experience training/education for all staff||86%||99%|
|Formal service recovery program||88%||98%|
|Leaders round on staff||89%||100%|
|Post-dischrage/post-visit phone calls||94%||99%|
|Purposeful hourly rounds||79%||99%|
|SBAR (Situation, Background, Assessment, Recommendation) communication||89%||98%|
|Share patient experience survey results with physicians||99%||97%|
Access Press Ganey’s latest brief to learn the best practices high-performing organisations have found to be 96-100% effective in optimising each aspect of the care experience including clinical quality, engagement, Covid-19, Diversity, Equity, and Inclusion.