The Beryl Institute released a new report, The State of Patient Experience, which reveals the complex reality facing the patient experience movement. The trends are positive, with a continued increase in focus on defining and supporting patient experience efforts. Yet healthcare leaders are only cautiously optimistic about the impact of their efforts.
Key Findings ::
- C-suite are happy with progress to improve Patient Experience but not as positive as two years ago
- Patient Satisfaction, Quality/Patient Safety & Cost Reduction are still the top priorities
- More organizations have a formal definition and formal structure for Patient Experience
- A committee approach is most widely used to address Patient Experience
- Only 23% of those responsible for Patient Experience spend 100% of their time working on it
- HCAHPS and leadership are key factors in providing great Patient Experience and measure progress
Today, only 22% of hospitals have a Chief Experience Officer. Cleveland Clinic’s James Merlino, MD is a thought leader in the field and offers superb insights on his blog. Yet despite the complexity and importance of the role only 3% of survey respondents feel it is important for this person to be a physician. What do you think?
The study answers questions faced by hospital and healthcare organizations and practitioners including:
- How do healthcare leaders feel about the state of patient experience improvement in their organization?
- What are tactical approaches being taken to improve the patient experience?
- What are the most-common roadblocks for improving patient experience?
- What role are incentives playing in moving toward improved patient experience?
This bi-annual survey was conducted by the Institute and Catalyst Healthcare Research and included 1,072 respondents from 672 unique organizations.