Our learning guides:
  • Bogue Joseph Sieloff Shared Governance as Vertical Alignment JNM 2009 4-14 - This article reviews a series of empirical studies on how nursing shared governance may be made more effective through improved definitions and... Click here to learn more.

  • Joseph Laughon Bogue Whole Person Care JNM 2011 19 989-997 - This article examines nursing leadership’s roles in fostering a workplace climate that supports... Click here to read more.

  • Our newest: Slockett and Bogue Natl Physician Well Being Conference April 5 2013 - How Do YOU Excel at Keeping Yourself Well? Personal Stories and Research Results
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Our Newsletter:

Summer 2013 - How to Leverage Power Throughout Your Organization.

Fall 2012 - Physician Well-Being and the Future of U.S. Healthcare

Summer 2012 - GEMS: Practical, Evidence-based Steps to Excellence in Shared Governance

Spring 2012 - Leading with Courage

   

Patient Experience: Enhancing the Value of Your Relationships with Patients;

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is one of the measures in the final rules for value-based purchasing under Medicare. Scoring at or below the median on HCAHPS will lower your hospital’s Medicare reimbursement. Superior scores will increase your Medicare payments. This is one example of a very discrete impact that Patient Experience will have on your hospital, but it is surely not the only kind of impact.

This raises an important question: What are the keys to an improved patient experience, higher patient satisfaction and superior HCAHPS scores for your organization?

At Courageous Healthcare, our assessment of the evidence leads us to conclude that there are three keys to an improved Patient Experience:

  1. Relationship-centered care. People interpret how they are treated by others as an indication of how important or valued they are to others. And care givers who understand they are in a relationship with a patient will gain more and better information about how to help that patient.
  2. A whole person perspective. That is, while we might focus on a particular system or organ or chemical imbalance, people experience their health as whole persons: bio-physical, psycho-emotional, socio-relational, and religio-spiritual.
  3. Adaptability. An ability to adapt creates opportunities for better problem solving and more rapid ongoing improvement. This is true for individual care givers and for entire organizations.

Courageous Healthcare’s Patient Experience program starts with an assessment of your current situation. For example, what do you see as your biggest challenges to optimal Patient Experience? And to what degree and by what means does your organization currently manifest the three keys?

The assessment leads to appropriate ways to implement and test simple, practical and concrete innovations targeted to improve specific aspects of the Patient Experience in your hospital.

Write to: mlj@courageoushealthcare.com< or call 407-733-1448.