Patient Experience: Old School Approach May Be Best

The simplest, most effective patient experience strategy may be listening to the patient, directly through personal discussions and indirectly through survey data analysis.

1 comments on "Patient Experience: Old School Approach May Be Best"
Steve Wilkins, MPH (9/4/2013 at 9:32 AM)

The patient experience for most hospital and integrated systems begins not with a hospital stay...but with a visit to a hospital-employed physician or a member of their medical staff. CG-CAHPS is fine but it's limited in terms of the details it provides individual clinicians...meaning that it is not very actionable. Plus it depends upon patient recall of events that may have occurred moths ago. A new "old school" that has been used for years in medical schools is something called conversation analysis where the exam room conversations between physicians and patients are recorded and then deconstructed with the goal of assessing the clinician's patient communication skills. Clinician skills can be benchmarked against best well as their peer groups. The results are highly prescriptive and actionable at the individual clinician level. The analysis is done by trained independent reviewers. Steve Wilkins, MPH


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