Research

Enhancing the Patient Experience

    While nurse leaders have been long-standing champions of enhancing the patient experience, there is now widespread interest in the topic across the C-suite—largely driven by the recent decision to link hospital reimbursement to patient satisfaction performance.

    To create lasting improvements in patient experience scores, nurse leaders must broaden their goals to address patients’ overall experience, not just discrete HCAHPS measures.

    The most effective way is to pursue a holistic approach. While stand-alone initiatives require constant leadership attention and direction, a holistic strategy—where all initiatives reinforce and support one another—provides a consistent framework to guide frontline staff behavior.

    While the strategies profiled in this study address the overall patient experience, improvement in this area will ultimately elevate your HCAHPS metrics as well.

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