Elevating the Patient Experience

Resource Guide

Hospital leaders face rising patient expectations for care delivery, increased government scrutiny of performance, and additional metrics related to quality, patient experience, and value. The demands of today's busy, complex care environment make it challenging for frontline staff to provide consistent high-quality experiences.

To build the culture and processes that allow organisations to sustainably elevate the patient experience, leaders must adopt a proactive strategy directly targeting barriers to patient-centred care. This approach will lay the foundation for true partnerships with patients and families.

These resources outline several imperatives for delivering patient-centred care to assist members looking for strategies and best practices targeting specific patient experience challenges and opportunities.

Reinvigorating Compassionate Caregiving

In today’s busy, complex care environment, frontline staff can lose sight of the person behind their patients and struggle to consistently display compassionate behaviours. Organisations must embed tools to support nurses in prioritising their care and compassion responsibilities to the same extent as their technical tasks.

Learn how to connect nurses to the patient experience

One strategy is to apply external pressure by setting clear patient expectations for a high standard of compassionate care. In this way, patients hold nurses accountable for compassionate caregiving.

It is also critical to cultivate staff members’ innate sense of compassion by providing them with opportunities to connect to the patient experience. Nurses need to understand and recognise the importance of treating patients as unique individuals as opposed to defining them by an illness or condition.

Enabling patients (and their families) to share their desired level of personal information with caregivers will improve caregivers’ knowledge of each patient as an individual and facilitate more personalised care. This will also help nurses gain a greater understanding of the challenges and emotions patients may experience while in the hospital.

Promoting Patient, Family, and Consumer Involvement

While the modern health care environment requires a greater degree of patient and family involvement in care, health care delivery systems are often struggling to meet this expectation. To facilitate true partnership in patient care, leaders must take steps to actively promote patient, family and consumer involvement in daily operations.

Acting on Personal Experiences to Drive Impact

Keep patients and families involved throughout the care process, and encourage them to participate throughout the patient journey. To maximise patient satisfaction and further demonstrate your commitment to patient-centred care, include consumers in high-level organisational planning so you can integrate their feedback into your operational strategy. Download our implementation guide to learn more about the benefits of creating a Patient and Family Advisory Council.

Overcome Universal Process Barriers

Nearly all institutions struggle with three common barriers to an outstanding patient experience: unnecessary patient disruptions, unmet real-time patient needs, and unclear next steps for patients and families.

Hourly rounding allows nurses to address real-time patient needs. This practice minimises disruptions while facilitating more timely care. To invest frontline staff in the success of this Hourly Rounding, make sure to regularly gather their input.

Questions? Please contact us at gcne@advisory.com

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