|Patient Experience Case Study - Saint Francis Health System|
See the opportunities and challenges organizations face in addressing the patient experience.Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us.
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Related Body of Knowledge courses: Patient & Family Centeredness.
Putting the Voice of the Patient in Patient Experience
What was the challenge, opportunity or issue faced?
Patient experience is recognized as an important component of quality at Saint Francis Health System. Often housed in various departments of a healthcare organization, Saint Francis integrates patient experience as part of the overall health system balance: the balance of clinical care, the process of care, safety and how each is consistently delivered.
What did you do to address it?
The addition of PRC’s Voices® application as part of the patient experience survey process provided Saint Francis with access to digital recordings of its patient commentary feedback. The application is designed to allow approved users to listen to these comments patients make during their telephone interview. The audio feedback consists of real patient voice responses to two pointed questions: one designed to drive recognition for outstanding experiences and the second to solicit areas for improvement.
What were the outcomes?
Saint Francis Health System’s HCAHPS scores continue to improve, and Nole attributes this to a variety of initiatives, including the use of PRC Voices®. The ongoing use in patient experience reporting continues to be a driver in helping to validate nursing and ancillary unit data points and scores, in addition to instilling ideas to move patient experience where the data doesn’t tell the whole story. It’s not at the expense of data, but it’s what makes the difference to better understanding the patient and their experience.
About Saint Francis Health System
Saint Francis Health System is an integrated, medically-based health system with an emphasis on a complete continuum of care. From services for the tiniest premature newborns, to end-of-life care options, to all medical needs in between, the physicians and staff of Saint Francis treat each patient with dignity and integrity. More than 1,100 physicians and 7,700 employees are a part of Saint Francis Health System.