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| PATIENT EXPERIENCE NEWSLINK is The Beryl Institute's monthly publication featuring important policy analysis, publications, research, press and current affairs to enhance and inform your work.
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| POLICY
Changing How Doctors Get Paid
While many hospital systems and large physician practices are moving their employed physicians to bonus plans that reward quality and patient satisfaction as well as productivity, some are doing away with bonuses altogether. (Modern Healthcare, March 2017) Repeal of Health Law Faces a New Hurdle: Older Americans
The repeal the Affordable Care Act has encountered a new obstacle: adamant opposition from many older Americans whose health insurance premiums would increase. If the law is repealed, people in their 50s and 60s could see premium increases of 20 percent to 25 percent or higher. (The New York Times, March 2017) First-year Doctors Will be Allowed to Work 24-hour Shifts Starting in July
First-year doctors will be allowed to work 24-hour shifts in hospitals across the United States starting July 1. The Accreditation Council for Graduate Medical Education said the change will enhance patient safety because there will be fewer handoffs from doctor to doctor. (The Washington Post, March 2017)
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| PRESS
Healthcare Companies Should Design Patient Experiences Like Customer Experiences
It's been years since the healthcare industry started talking about the "patient experience," but it still has a long way to go to catch up to what most people want and expect from them. The problem is that healthcare companies should design patient experiences like companies design customer experiences, but they're not. Instead they continue to operate with a provider- and payer-driven approach. (Forbes, February 2017) Preparing Providers for the Healthcare Consumerism Shift
With a couple of swipes and clicks, patients are driving the shift to healthcare consumerism in the palm of their hands. Developing a customer-focused healthcare consumerism strategy is key to boosting patient experiences and healthcare revenue cycles. (RevCycle Intelligence, February 2017)
Patient Experience isn’t a “Good Thing to Do:” It’s Everything
Some healthcare executive professionals regard improving the patient experience as an important, although separate, endeavor for their teams. Let’s consider how all of these efforts –clinical quality, efficiency and human resources –can be positively impacted when we put the patient experience at the center of all that we do. (HealthLeaders Media, February 2017)
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| Sponsored
Inside Parkland Memorial Hospital – Digital Hospital of the Future Focused on Patient Engagement
Patient satisfaction scores, patient and staff engagement – these are some of the healthcare concerns Parkland Memorial Hospital in Dallas, Texas is addressing with its new interactive technology. In this short video, see how Parkland is working to make it easier for patients to engage in their own care experience – from check-in to discharge, how implementing interactive technology is enabling clinicians to communicate more effectively with their patients and how the delivery of automated alerts are increasing care team productivity. (Optum, March 2017)
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| PUBLICATIONS
Patient Experience: The New Heart of Healthcare Leadership
This article focuses on how to reframe the issue of patient experience. In reframing a collective view about what patient experience is, the way leaders choose to address it must change. This adjustment requires balancing the work of defining patient experience with the strategic intent behind what organizations ultimately aim to achieve. (Frontiers of Health Services Management, February 2017) Cultivating the ‘In-Between’: Humanising the Modern Healthcare Experience
Corridors and waiting rooms are as important to the patient experience as clinical spaces. This article focuses on how architects have been redressing the balance, enhancing patient wellbeing and restoring a connection to the great outdoors by focusing on the porch, the gallery and the courtyard. (Architectural Design, March 2017) Chief Nursing Officers Experiences with Moral Distress
Chief nursing officers, by virtue of their position and experience, are expected to uphold their professional values and act for the benefit of others. This study explores if moral distress and its lingering residue were experienced by chief nursing officers. (Journal of Nursing Administration, February 2017)
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| Sponsored
Small Change, Big Impact to Patients
When it comes to the patient experience, medical leaders know that enhancing comfort helps improve care. With a stretched staff focused on quality treatment, facilities may not have the resources to consider every detail that touches the patient. In this courtesy white paper, learn how a minor change of switching to quality gowns can have a major impact on patient perception and how when vendors become partners, staff and nurses can better focus on care. (ImageFIRST Healthcare Laundry Specialists, March 2017)
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| FROM THE INSTITUTE
The Member Experience Reflects the Patient Experience
Since my daughter was diagnosed with Multiple Sclerosis (MS) at a very young age, my primary focus was to connect to organizations that provided a level of passion and patience for the community of individuals it serves that had a personal impact on my life. (March 2017)
The Power of Partnerships: Unifying Patients Relations and Patient Experience
Sarah Fay, MBA, Director of Guest Experience at Southwest General Health Center, discusses how the richness of data collected by patient representatives is invaluable to developing and executing patient experience strategies. By combining patient relations data with patient experience data, we can have a well-rounded view of patients’ perceptions. (March 2017)
The Return on Investments of Empathy In Measuring Patient Experience
Dr. Avi Ratnanesan, medical doctor and CEO of Energesse, shares how making emotions a visible part of your measurement validates the feelings of patients which in turn, promotes patient satisfaction, enhances the quality and quantity of clinical data improves adherence and generates a more therapeutic patient-physician relationship. (March 2017)
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| FROM PATIENT EXPERIENCE JOURNAL VOL 3, ISS 2
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| Special thanks to our Organizational Sponsors. These organizations have contributed to the future of the field by supporting the continued growth of The Beryl Institute as the global community of practice on improving the patient experience.
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