Recommendations for improving the patient experience in specialty encounters

Golda, Nicholas; Beeson, Stephen C.; Kohli, Nita; Merrill, Brandon

doi:10.1016/j.jaad.2017.05.040

Cited by 24 publications

(16 citation statements)

References 20 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…To the Editor: The purine analogues cladribine and pentostatin have been associated with cutaneous adverse events in the treatment of hairy cell leukemia (HCL). [1][2][3] Studies have shown that rash development may be associated with hypersensitivity to concomitant medications rather than to the purine analogue itself. [1][2][3] The objective of this study was to perform a case-control analysis of cutaneous eruptions in patients with HCL treated with purine analogues to determine which factors may be associated with development of the morbilliform rash described in a separate publication.…”

Section: Antibiotic Exposure Is Associated With Cutaneous Adverse Events In Hairy Cell Leukemia Patients Treated With Purine Analoguesmentioning

confidence: 99%

Online communications among hidradenitis suppurativa patients reflect community needs

Golbari

Porter

Kimball

2019

Journal of the American Academy of Dermatology

View full text Add to dashboard Cite

show abstract

Section: Antibiotic Exposure Is Associated With Cutaneous Adverse Events In Hairy Cell Leukemia Patients Treated With Purine Analoguesmentioning

confidence: 99%

Online communications among hidradenitis suppurativa patients reflect community needs

Golbari

Porter

Kimball

2019

Journal of the American Academy of Dermatology

View full text Add to dashboard Cite

show abstract

“…In fact, studies have shown a correlation between positive patient experience and a number of health care-related outcomes, including improved health-care quality, greater patient safety, better health outcomes, adherence to prevention and treatment services, greater employee satisfaction, lower utilization of resources, lower readmission rates, higher physician engagement, and the establishment of a more collaborative culture (4)(5)(6)(7). Other studies have identified 4 key drivers of patient experience: excellent communication, wait times, staff empathy, and access to care (8,9) with communication between medical staff and patients being the most impactful (9).…”

Section: Introductionmentioning

confidence: 99%

Qualifications and Skills Required for Patient Experience Positions

Meyer

2019

Journal of Patient Experience

View full text Add to dashboard Cite

The need to provide patient-centered care has been recognized by major players in the health-care field. As such, attention has been placed on patients’ experience of the health care they receive, and health-care organizations have been investing in patient experience initiatives and staffing to implement those initiatives. Given this, the objective for this study was to investigate the qualifications and skills US health-care organizations seek for patient experience positions through a content analysis of job postings. Results show that patient experience positions are largely found in health systems and hospitals. These positions include coordinators, directors, managers, specialists, and advisors. Five key skills were identified: collaborating with stakeholders; coordinating, planning, and executing service excellence programs; handling complaints and grievances; educating and training leadership and frontline employees; and providing excellent customer service. The skills vary depending on the position. The overall goal for patient experience positions is to ensure a complete and positive patient experience. As these patient experience positions are relatively new, requirements will likely evolve over time as organizations adapt patient experience strategies.

show abstract

“…2 Despite inconsistent results correlating patient experience with quality outcomes, evidence based recommendations to enhance patient experience during specialty ambulatory encounters include attention to communication between patient and provider, perceived time of engagement with the patient during the encounter, and patient access for appointments and follow-up. 3 Operational recommendations for ambulatory clinical practices include identifying high priority areas for focus that have the greatest impact on patient experience, reviewing patient satisfaction data at least monthly, and utilizing an interprofessional approach to address deficiencies in patient experience and satisfaction. 4 This paper will describe best practice and quality improvement initiatives that have impacted patient experience data within one ambulatory center.…”

Section: Introductionmentioning

confidence: 99%

Interprofessional collaboration to improve and sustain patient experience outcomes in an ambulatory setting

Sanchez¹,

Hermis²

2019

Patient Experience Journal

View full text Add to dashboard Cite

Patient experience is an important factor across diverse healthcare delivery settings. Despite enhanced attention to and advances in patient experience, many of the published initiatives focus on in-hospital care and opportunities have been identified to continue to strategically address patient experience in the ambulatory setting. This quality improvement initiative presents the development of an interprofessional approach to patient experience in a freestanding ambulatory oncology center. The objective of this initiative was to improve and sustain patient experience, as reflected in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores via Press Ganey. This approach consisted of redesigning a previously nurse-led patient experience team to include interprofessional providers, including physicians, physical therapists, and administrators. Interventions including specialized training in CAHPS  reports and scoring for both committee members and center staff, quarterly reporting of data to interprofessional teams by service line, and standardization of the communication of best practices to improve patient experience across the center. In addition to outlining the components of the interprofessional initiative, which may be readily translated across diverse care settings, this article demonstrates improved and sustained patient satisfaction data, as measured by 2 years of Consumer Assessment of Healthcare Providers and Systems (CAHPS ) scores. Findings from this best practice suggest that an interprofessional approach with defined interventions can improve patient experience in the ambulatory setting, resulting in sustained, measurable improvement.

show abstract

Recommendations for improving the patient experience in specialty encounters

Cited by 24 publications

References 20 publications

Online communications among hidradenitis suppurativa patients reflect community needs

Online communications among hidradenitis suppurativa patients reflect community needs

Qualifications and Skills Required for Patient Experience Positions

Interprofessional collaboration to improve and sustain patient experience outcomes in an ambulatory setting

Contact Info

Product

Resources

About