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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:
| Theme | Practice |
|---|---|
| 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% |
| Teach-back | 87% | 100% |
| Whiteboards/communication boards | 95% | 99% |
