The Patient Experience Officer
The patient experience is the sum of all interactions a patient may have in a healthcare organization. Patient experience is shaped by the organization’s mission, vision, values and culture. The patient’s perception of the organization’s culture and communication can impact the way they view the safety and quality of care provided. With that in mind, a culture of safety, quality and patient experience become blended into one goal. The role of the patient experience officer was born out of a national effort to improve the quality of care provided throughout the continuum of healthcare. Individuals who act as patient experience officers must possess expertise in change management, knowledge of surveys and metrics, and an understanding of multidiscipliary healthcare roles. The key outcome for patient satisfaction officers is to drive improvement with patient experience. They may provide individual feedback, provide education and training, and spearhead initiatives to improve patient satisfaction. As a student is is important to understand the function of the patient experience officer. In this module you will gain insight into the role.
By the end of this module the learner will be able to:
- Describe the role of a patient experience officer.
- Evaluate how service excellence impacts quality of care and patient satisfaction.
- Make use of a communication strategy shown to improve patient satisfaction
- The history of the patient experience
- Seeing patients as customers
- Patient engagement and Quality Outcomes
- Organizational strategies to improve service excellence and quality
- Evolution of the Patient Experience Officer
- A day in the life of a Patient Experience Specialist
Links to Differentiated Essential Competencies
- Member of the profession
- Assume responsibility and accountability for the quality of nursing care provided to patients, families and communities.
- Promote the practice of professional nursing through leadership activities and advocacy.
- Provider of Patient Centered Care
- Synthesize comprehensive assessment data to identify problems, formulate goals/outcomes, and develop plans of care for patients, families, populations, and communities using information from evidencebased practice and published research in collaboration with the above groups and the interdisciplinary health care team.
- Provide safe, compassionate, comprehensive nursing care to patients, families, populations, and communities through a broad array of health care services.
- Member of the Healthcare Team
- Coordinate, collaborate, and communicate with patients, families, populations, communities, and the interdisciplinary health care team to plan, deliver, and evaluate care.
Links to Texas Concept Based Curriculum
- Interpersonal Relationships
- Teamwork and collaboration
Concepts Health Care System
- Healthcare Organizations
- Leadership and Management
- Patient Centered Care
- Quality Improvement
The Beryl Institute (2014). The History of Patient Experience Wendy Leebov’s Perspective. Retrieved from https://www.youtube.com/watch?v=Nda0CjClFg0
- Bees, J. (2017). Patient experience excellence. Health Leadership Media, Retrieved from http://www.healthleadersmedia.com/leadership/patient-experience-excellence?page=0%2C1
- Collier, M. & Basham, L.M. (2015). Patient engagement: Happy patients, healthy margins. Accenture, Retrieved from https://newsroom.accenture.com/news/us-hospitals-that-provide-superior-patient-experience-generate-50-percent-higher-financial-performance-than-average-providers-accenture-finds.htm
- Dempsey. C., Reilly, B. and Buhlman, N. (2014). Improving the patient experience: Real-world strategies for engaging nurses. Journal of Nursing Administration, 44(3), 142-151.
- Johnston, R. (2004). Towards a better understanding of service excellence. Managing Service Quality, 14 (2/3): 129–133. doi:10.1108/09604520410528554.
- Patient Safety & Quality Healthcare White Paper (2017). Patient satisfaction vs. quality: The whys, hows, pros and cons. HCPro, ad division of BLR.
- Rabin, C.M. (2014). New hospital job: Patient satisfaction officer. The Washington Post, Retrieved from https://www.washingtonpost.com/national/health-science/new-hospital-job-patient-satisfaction-officer/2014/11/03/ed244104-5301-11e4-892e-602188e70e9c_story.html?utm_term=.be1fb8a804f6
- Solomon, M. (2013). Improving the hospital patient customer experience (It’s about more than HCAHPS scores). Forbes, Retrieved from https://www.forbes.com/sites/micahsolomon/2013/12/20/miracle-cure-driving-patient-satisfaction-for-hospital-and-healthcare-customers/#7957811c5645
Have you heard of or read about any patient and family-centered care initiatives where you work or attend clinical rotations?
What other theorists support the concept of patient and family-centered care?
Do you think patient and family centered care intiatives really reduce cost and improve quality?
Can you think of any real life examples of how patient an family-centered care would reduce cost?
Based on the Compassionate Care Model information in this module, do you think you could adopt some of the ways to address suffering in your practice?