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The patient satisfaction chasm
Date:3/1/2013

ast twelve months they had received feedback from hospital management regarding the level of patient satisfaction in their department.

  • 85 percent thought hospital management should take a more active role in patient satisfaction improvement programs.

  • 83 percent believed achieving high level of patient satisfaction was important for the clinical success of healthcare organizations.

    "Organizations that are successful in fostering a culture of patient-centered care have incorporated it as a strategic investment priority by committed leadership, active measurement, feedback of patient satisfaction and engagement of patients and staff," said David Bates, MD, Chief Quality Officer at BWH and senior author of the paper. "We, in healthcare organizations, need to take a more active role in developing and implementing programs to improve patient experience and satisfaction and also in identifying ways to engage frontline clinicians in this process as well as ensuring they get routine feedback about patient experience and satisfaction. Ultimately, the patient experience is at the bedside."

    Now that this chasm has been identified and defined, Drs. Bates and Rozenblum are working to address it. They created a framework for a patient experience culture and have begun to take the next steps to test and implement this structured patient satisfaction model.

    Rozenblum said, "In order to improve, we need a systematic approach that starts at the bedside and grows up through hospital management levels to policy makers, all of whom should be committed to shifting healthcare organizations toward a culture of patient experience by making patient experience a strategic investment priority."


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  • Contact: Lori J. Schroth
    ljschroth@partners.org
    617-534-1604
    Brigham and Women's Hospital
    Source:Eurekalert

    Page: 1 2

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