Posts Tagged ‘patient experience’

Infographic: Assessing Patient Communication

January 19th, 2018 by Melanie Matthews

Healthcare providers can increase the chance of their words having their desired effect by assessing their communication skills in the moment, according to a new infographic by Health Communication Partners.

The infographic gives you five essential patient communication elements and five questions you can ask about your communication.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Who is Your Healthcare Customer?

January 12th, 2018 by Melanie Matthews

Each consumer has their own unique set of health and wellness concerns and how healthcare organizations market to them should be just as unique, according to a new infographic by Precision Dialogue Marketing.

The infographic provides a snapshot of four generations of healthcare customers.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Technology and Patient Empathy

January 8th, 2018 by Melanie Matthews

The vast majority of physicians agree that patient empathy is very important. However, one in five physicians admits empathy for patients is decreasing over time, according to a new infographic by the Digital Health Coalition.

The infographic examines the importance of clinical empathy, patient empathy trends over time and the growing trend toward tele-empathy.

Patient Portal Roll-Out Strategy: Activating and Engaging Patients in Self-Care and Population HealthIncreasing patient portal usage is one of several key attributes that contribute to better performing physician practices, according to new research from the Medical Group Management Association. Lehigh Valley Health Network (LVHN)’s patient portal launch in 2015 and its continued growth in portal users has earned it the distinction of being the fastest growing patient portal on the Epic platform. Since that time, LVHN continues to promote the portal through targeted communications and add new features to increase activation and engagement.

During Patient Portal Roll-Out Strategy: Activating and Engaging Patients in Self-Care and Population Health, a 45-minute webinar on November 15th, now available for replay, Lindsay Altimare, director of operations, Lehigh Valley Physician Group at LVHN and Dr. Michael Sheinberg, medical director, medical informatics, Epic transformation, LVHN, share the initial portal roll-out strategy as well as the key details on how portal engagement and functionality have evolved since its launch.

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Infographic: Trending in Digital Healthcare

December 8th, 2017 by Melanie Matthews

A focus on improving the customer experience is driving collaboration and co-innovation across the healthcare ecosystem, according to a new infographic by Axway.

The infographic examines how customer experience (CX) networks are used in healthcare and the top business benefits of these networks.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Data Analytics, SDOH Screenings Flag Disengaged and 12 More Patient Engagement Trends

October 5th, 2017 by Patricia Donovan

More than 70 percent of healthcare organizations have created formal patient engagement initiatives, according to 2017 benchmarks from the Healthcare Intelligence Network.


To identify individuals that are poorly engaged in their health, nearly two-thirds (63 percent) of healthcare organizations mine clinical data analytics, according to the 2017 Patient Engagement Survey by the Healthcare Intelligence Network, while 37 percent screen patients for social determinants of health related to housing, care access, transportation, nutrition and finances.

Patients who screen positive for social determinants of health (SDOH) and individuals with diabetes are typically the most difficult populations to engage, according to 2017 survey benchmarks.

Thirty-five percent of respondents to the September 2017 survey said the presence of SDOHs, which the World Health Organization defines as “conditions in which people are born, grow, live, work and age,” pose the greatest challenge to health engagement, while 26 percent said a diabetes diagnosis presents the top clinical challenge to engagement interventions.

One-quarter report some resolution of SDOH factors resulting from engagement efforts.

To improve engagement, 75 percent of respondents rely on education of patients, family and caregivers, supported with telephonic outreach (13 percent) and home visits (13 percent).

Efforts by 71 percent of respondents to create a formal patient engagement program underscore the critical role of engagement in healthcare’s value-based care and reimbursement models, particularly in regards to chronic illness.

In other survey findings:

  • Patient experience rankings are the most reliable measure of engagement program success, say 43 percent.
  • For one quarter of respondents, patient engagement is the primary domain of case managers.
  • Eighty-three percent saw quality metrics improve as a result of patient engagement efforts.
  • Half attributed a drop in hospital emergency room visits to their patient engagement interventions.

Download an executive summary of the 2017 Patient Engagement Survey.

Infographic: Patients Want a Better Healthcare Experience

September 1st, 2017 by Melanie Matthews

Patients are demanding more from their healthcare experience, according to a new infographic by MM&M. Technology can help solve these demands, but providers will likely have to make changes to the way they practice medicine to improve patient satisfaction.

The infographic lists the top five things patients say improves their satisfaction with healthcare providers and provides insight into the healthcare consumer mindset.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: How Engaged Healthcare Employees Cultivate a Positive Patient Experience

August 14th, 2017 by Melanie Matthews

Excellent clinical care is only one part of a great patient experience, especially considering the limited amount of time doctors spend with patients. All staff members with whom patients come into contact must be aligned in their commitment to patients’ comfort, care, and peace of mind. By establishing core values and standards of behavior and recognizing those who embody them, hospital administrators can positively affect all patient touchpoints within their facility, according to a new infographic by WorkStride.

The infographic examines the characteristics of an engaged healthcare employee and what healthcare organizations can do to increase patient satisfaction within their organization.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

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Service Action Teams Turn Front-Line Staff into Patient Experience Ambassadors

August 8th, 2017 by Patricia Donovan
Patient Experience

Increasingly, patient satisfaction scores figure into payors’ healthcare reimbursement formulas.

UnityPoint Health is so invested in the concept of patient experience that it charges each member of its organization, whether healthcare provider or not, with a set of basic behaviors designed to improve it.

These four foundational behaviors, rooted in courtesy and common sense, drive the manner in which patients, families and visitors are greeted and assisted at all times.

“We know there are dozens of initiatives and tactics that can be used to help improve patient experience,” said Paige Moore, director of patient experience at UnityPoint Health-Des Moines, “But the four we chose were driven by patient and visitor comments and feedback.”

Ms. Moore shared these behaviors, as well as an inside look at her organization’s patient experience improvement plan, during Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a July 2017 webinar now available in on-demand and training formats.

Having established this system-wide coda for all employees, UnityPoint Health next looked at further enlisting its frontline staff in efforts to improve the patient experience. To do so, it created a set of seven service action teams, with two more in the works.

Each service action team is composed of at least 50 percent of that department’s frontline staff, rounded out by an executive sponsor and team lead.

“We want all of our team members to be actively engaged in the projects, to take responsibility for them, to be ambassadors and patient experience champions throughout the organization,” explained Ms. Moore.

Each team reviews results from HCAHPS® and Press Ganey® patient experience surveys to identify department priorities, such as nurses’ narration of care, physicians’ use of clear language, or discharge or transfer processes.

UnityPoint Health launched its first service action team in 2014 for outpatient services. “This was our largest volume for surveys and it also had some of our lowest patient experience performance. We really wanted to get in and see what could we do to make the biggest impact on the highest number of our patients.”

Once that team developed some tactics to improve patient privacy concerns, wait times and registration processes, it saw improvements in those areas.

During the program, Ms. Moore outlined priorities and shared results from each service action team.

Importantly, there are two support service action teams: a measurements team to educate employees on the relevance of patient experience scores and their role in them, and a communications team to convey information on patient experience activities throughout UnityPoint Health. The health system also recently launched an “Excellence in Patient Experience” awards program.

And rounding out the program is the placement of patient experience directors like Ms. Moore throughout the organization, each supported by a physician champion.

Physician education in patient experience is ongoing, she added, whether during rounds or mandatory one-on-one shadowing and coaching for patient experience for all new hires.

Listen to an interview with Paige Moore on UnityPointHealth’s four foundational behaviors.

Infographic: What Is the ROI of RTLS in Healthcare?

August 7th, 2017 by Melanie Matthews

The demand for improved healthcare efficiency continues to grow as the healthcare industry moves toward value-based payment models, according to a new infographic by Locatible.

The infographic examines how real time location systems (RTLS) can improve healthcare facility efficiency.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: A 10-Point Checklist for Centralized Patient Access Success

August 2nd, 2017 by Melanie Matthews

One way hospitals can gain a competitive advantage and attract more patients in today’s competitive healthcare industry is through centralized patient access, according to a new infographic by SCI Solutions, Inc.

The infographic provides a 10-point checklist for centralized patient access success.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.