PE-Playbook-3Dcover_500x579pxFREE DOWNLOAD: PATIENT EXPERIENCE PLAYBOOK

How to Implement a Program that Impacts HCAHPS Scores & Hospital Liability

While many organizations have adopted a "patient as a consumer" approach to healthcare, some organizations are broadening their focus to consider ways that patient experience initiatives can increase their market share and reduce system leakage.

The linchpin to an effective patient experience program is optimizing a provider-patient communication model. As patient experience departments have emerged, they have been charged with molding this fundamental component for their organization. Before determining what provider-patient communication model you’ll use, it’s critical to understand the impact it has on the overall patient experience and how an evidence-based approach can help improve communication.

This Patient Experience Playbook is designed to: 

  • Increase understanding of the importance communication plays in overall patient experience.
  • Explain the impact communication and experience can have on liability.
  • Provide an evidence-based framework for an effective provider-patient communication model.
  • Outline the positive impact a provider-patient communication model can have on HCAHPS Scores.