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National Patient Experience Week Resource Hub

Patient Experience Week – 26-30 April 2021

Patient experience is fundamentally about how we deliver safe, high-quality care in an environment of patient-centeredness. It is not about making people happy or satisfied, that’s simply customer service, a small, expected component of the experience.

Patient Experience is much more, and defined as having 5 contributing components: 

  • The safe clinical care of the patient;
  • The operations of the organisation that ensure staffing is adequate, sufficiently trained and resourced to get the job done;
  • The culture of the organisation that encourages value for patients, open and transparent communication and collaboration;
  • Behaviours of every person that demonstrate the mission, vision and values of the organisation; and
  • The recognition that the patient is at the centre of everything they do.

During National Patient Experience Week, hospitals and healthcare organisations salute the people responsible for providing excellent patient experiences and creating better outcomes for both patients and healthcare organisations. Those people may include doctors, nurses, administrative staff, executive team members, community organisations and even patient family members.

It’s also an important time to acknowledge and showcase the innovative efforts of our clients who integrate their patient, employee and doctor data, with our support, to produce outstanding clinical outcomes, improvements in patient perceptions, staff morale, operational efficiencies and financial performance.

We hope the tactics and strategies highlighted in these case studies will enlighten and motivate individuals in all types of health care organisations. Because good ideas should be recognised and shared. 

Avisena Case Study: Taking patient-centred care to new heights

Avisena engaged Insync in association with Press Ganey to independently validate that their care and services were meeting their mission and were comparing favourably to the best hospitals in the world. The quality and patient experience improvement project at Avisena Women’s and Children’s Hospital has been a resounding success.

This case study analyses their best practice strategies and their resulting outcomes.

10 Patient Experience best practices from industry leaders

Every year, our patient experience solutions partner Press Ganey honours the top-performing health care organisations that provide unwavering commitment, reliability, safe and compassionate care to patients.

Here are the top ten practices healthcare industry leaders rate as 100% effective in improving patient experience.

COVID-19’s impact on patient experience

Press Ganey analysed over 7 million comments from patient experience surveys from 2020, with a significant number of comments mentioning COVID-19.

Find out what patients were saying about their healthcare experiences in 2020 and learn best practices for improvement.

Improving safety culture in the COVID-19 pandemic

A recent analysis of national safety culture data and trends shows that safety culture scores have declined in 2020. Staffing, job stress and organisational commitment are on the decline.

Here are the key takeaways for healthcare leaders, and important strategies to improve your organisation’s safety culture and reverse the downward trend.

Learn about our data-driven Patient Experience solutions

Insync, in association with Press Ganey, delivers integrated insights and targeted, meaningful action that transform the care experience.

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