Title : Back to the future: Patient experience and the link to quality, safety, and financial performance
I mproving patient experience has emerged as an important healthcare policy priority across Canada and beyond. Tools and systems for monitoring patient experience metrics are becoming increasingly refined and standardized, and the trend toward greater accountability for improvements that are sustainable and affordable is well underway. For many healthcare professionals, this represents a renewed focus on core patient needs and priorities, following decades during which structural and technological changes have dominated healthcare agendas. Improving patient experience in our contemporary healthcare environment presents major challenges-and opportunities - for health leaders. The experiences of Studer Group partner organizations in Canada, the United States and beyond are relevant and instructive in this context. These organizations have adopted a model known as Evidence-Based Leadership (EBL) that enables and supports the alignment of all activities and behaviours toward specific organizational goals, including measurable patient experience improvements. This presentation will discuss case studies of organizations that have adopted EBL. These organizations are demonstrating rapid progress in patient experience indicators while simultaneously making gains in critical areas such as clinical outcomes, safety, physician and staff engagement, and financialperformance. Emerging evidence concerning the factors and processes that underlie these improvements will also be discussed. Beyond Patient experience lies the next frontier Patient Engagement. The presenter will introduce its importance as we move along thecontinuum from patient satisfaction, to patient experience to patient engagement.
Audience Take Away:
• Attendees will become more knowledgeable about the impact of patient experience on quality, safety and financial performance.
• Attendees will learn of experiences from innovative healthcare organizations, which are striving toward high performance across all major metrics, with a key focus on improving employee engagement, which positively impacts patient experience.
• Attendees will leave this session with renewed passion to do the worthwhile work that all health professionals desire, making a difference in the lives of others.