Patient Experience Strategy
(Academic Hospital)
Issue
An academic hospital recognized patient experience as a vital component of quality healthcare delivery, while it experienced widespread underappreciation of what effective patient and family engagement constitutes. This institution was committed to creating a strategy that could transform its culture to one of true and genuine patient and family-centred care.
Approach
We completed a comprehensive internal assessment of patient and family engagement across the organization, and an external assessment of regulatory requirements and leading practices around the world.
We supported the development and execution of a comprehensive Patient Experience Strategy, which aimed to transform the culture and raise awareness of the hospital’s Patient and Family Centred Care Philosophy.
Results
Engaged and supported patient and family advisors and established a multi-disciplinary Patient and Family Advisory Council.
Incorporated storytelling at different venues and settings to help the hospital better understand their patient experience and care journeys.
Gradually introduced advisors to different hospital committees and councils to bring the patient voice to the decision-making table.
Embedded Patient Experience-Based Design principles in all improvement projects and hospital initiatives.
Clearly identified key behaviors and developed a training strategy to support all staff and physicians on the principles of Patient and Family Centred Care.
Improved survey and real-time data collection strategies to best capture the patient and family voice to ensure accurate tracking of strategy progress.
