A new report reveals characteristics of successful patient experience initiatives and illustrates how a strong and unified approach can impact the entire organization.
A new report shows the value of measuring the patient experience beyond Consumer Assessment of Healthcare Providers & Systems (CAHPS) requirements.
Service Management Group (SMG), a global customer, patient and employee experience management partner, located in Kansas City, introduced a new report that’s based on patient experience data collected in a study commissioned by the The Beryl Institute, the global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. The report-3 patient experience questions answered-uncovers what 1,500 healthcare professionals revealed about shifting the cultural mindset and evolving to meet patient needs.
“Healthcare organizations that are going beyond CAHPS requirements to incorporate additional patient experience efforts are driving more positive results across the business,” according to Paul Tiedt, senior vice president of research at SMG.
“Our research shows that the 45% of healthcare organizations measuring beyond CAHPS requirements are seeing increases in consumer loyalty, community reputation, customer service, and clinical outcomes,” he says.
In addition, healthcare organizations with patient experience measurement that goes beyond CAHPS requirements are significantly more likely to drive positive results across other key measures:
Adding patient experience measurement to existing CAHPS efforts will have a positive impact on all important measures and drive positive sentiment about patient experience throughout the organization,” Tiedt says.
Other report findings include:
Tiedt advises healthcare executives to:
Access to the full report is here.