Elevating the patient experience in Ambulatory Care environments.
There can be unique challenges and opportunities specific to delivering exceptional experience in ambulatory care environments. Ambulatory care is care provided by health care professionals in outpatient settings without admission to a hospital or
other facility. This may include physician offices and clinics, ambulatory surgery centers, hospital outpatient departments, pharmacies, labs, testing centers and dialysis centers.
The resources and connections highlighted here are intended to support members of our community working in ambulatory care environments but may also provide insights and ideas that can be applied across the continuum of care.
Ambulatory Care Resources
The challenge placed before the Martinsburg VAMC primary care leadership team was to identify targeted and effective ways to improve and sustain key Veteran experience performance metrics that feed into the VA’s national performance measurement system
or S.A.I.L. (Strategic Analytics for Improvement and Learning Value).
Asthma disproportionately affects Springfield area residents with an overall prevalence of 18% for adults compared to 11% statewide. The Springfield area was named the 2018 Asthma Capital, the most challenging place to live with asthma in the US. Springfield
school children have an estimated asthma prevalence of 20%, double the national average.
Outpatient infusion patients can be seated in the same chair for hours at a time while receiving treatment. Patient mindset and physical condition can vary, as well as the treatment environment. Virtual Reality has been shown to create an immersive experience
that enables users to have modified experiences of reality, thus creating distraction from their situation.
In 2016, when CMS announced new ways to measure patient experience, our goal was to get out in front of the new requirements by taking a close look at each aspect of our patients' experience and assess our readiness to meet those requirements with people,
processes and tools. Our context for change was written in the measures from the OAS-CAHPS survey: quality of communication and care by both providers and office staff, and preparations for surgery, discharge and recovery.
This case study focuses on a brief overview of Stanford’s Cancer Center South Bay and the Patient and Family Advisory Council (PFAC) development and strengthening through organizational alignment to enhance the patient experience.
CJ Merrill, Chief Patient Experience Officer at Mission Health System, shares how they took The Beryl Institute's patient experience definition one step further by focusing on their patients’ and families’ experiences in the ambulatory
Marianne Sumego, MD, Director, Shared Medical Appointments with Cleveland Clinic shares how Cleveland Clinic has connected patient experience, access and quality of care in our organization with a Shared Medical Appointment model.
Nicole L. Cable, CPXP, Chief Experience Officer at Innovacare Health shares how all voices in the patient experience can impact service excellence and provides three ways you can improve the patient experience.
Amanda Walker, CPXP, BSN, RN, Senior Vice President, Patient Experience at Heritage Biologics, Inc., shares best practices on how to bridge the gap that exists in a patient’s healthcare journey as they transition back and forth between
points of care.
Gregg Heatley MD, MMM, Department of Ophthalmology, University of Wisconsin-Madison School of Medicine and Public Health, discusses how delivering a great patient experience in a busy practice is not necessarily based on time spent,
but on the provider’s attitude about their work and their purpose.
Curt shares candid thoughts on some "do's" and "don'ts" for engaging with people without sight. Some of it may surprise you, some of it might make you cringe and all of it will inspire you.
In this episode we find out what life is like for Lindsay after she sought care for her crippling anxiety and how she manages her mental illness in the same way anyone with a chronic illness might. Bebe Smith provides perspective on
how society's perceptions of those with mental health challenges shift over time and what we should focus on when serving those seeking help.
In this series we begin to explore the life of Lindsay, a woman who spent years struggling with severe anxiety and not knowing what to do about it, or even what to call it. Also in this episode, Bebe Smith, therapist and mental health
advocate, weighs in on the broader picture of current barriers for people seeking support. Join us for this glimpse into living with a mental health condition.
When we think about patient and family Engagement, we usually think of it occurring during the point of care and follow up visits. What happens when patient engagement continues well after recovery? Listen to neurosurgeon, Dr. Erik
Hauck, and stroke survivor, Kara Lyven, explore the benefits of becoming "running buddies" after Kara's recovery from brain surgery. How might this relationship improve clinical care and "close the loop" for the families of both
the patient and the physician?
It's now widely understood that burnout is an epidemic among healthcare professionals, but how often do we focus our attention on non-physician clinicians to understand their reasons for burning out? Allison Chrestensen shares her
personal journey as an Occupational Therapist and a PX professional focused on broadening the conversation to support all clinicians struggling with today's healthcare challenges.
The objective of this initiative was to improve and sustain patient experience, as reflected in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores via Press Ganey.
This paper aims to compare nurse-led telephone and outpatient follow-up, following surgical resection of colorectal (CRC), focusing on patient perceptions.
Patient-centered care is becoming more important in healthcare. The success of patient-centered care can be assessed by exploring the patient experience through a patient journey map.
This research focuses on identifying key domains of service experience important to patients of Addiction and Mental Health using patient focus groups.
A survey (via SurveyMonkey) was sent to lung cancer patients, their caregivers or significant others asking about their experience in making difficult treatment options.
The question the study posed was “Will providing dedicated time for a patient/family to orient to the clinic during the first appointment impact patient experience survey results?” The initial visit to the clinic is the foundation
for a growing relationship between the patient/family and care team. Study results showed a slight improvement in first visit scores in six out of seven categories that were tracked and while it had not been the intent of this
study to include no-show rate comparisons, notably 9 of 12 clinics experienced a decline in their no-show rate.
The purpose of the current study was to assess health outcomes of type 2 diabetic patients in PCMH compared to type 2 diabetic patients served by non-PCMH.
This research includes 87 individual patient interviews to identify the patient satisfiers and dis-satisfiers with the Diagnostic Center appointment, including their experience with the staff, the processes and the facilities.
This paper explores how the commonalities of electronic patient experience measurement with first person narrative collection had a potentially high reliability of being a complementary process.
Patients not only want to be treated by clinicians and staff who are technically competent; they also want to be engaged using effective communication which enables them to be partners in their health care.
We were joined by guest experts Scott Wilts PT, Rehab Manager, Allina Health and Mary Jane Fraser PT, Quality/Compliance Manager, Allina Health.
We were joined by guest expert Janiece Gray, MHA, BSW, CPXP, CEO & Founding Partner, DTA Associates, Inc.
This topic call discusses communication competencies, staff education on caring communication education approaches and more in regards to providing training in medical practices to improve the patient experience.
Like many hospital systems, Mission Health has been focused on patient experience in the inpatient setting. However, as they have grown to be the sixth largest healthcare system in North Carolina and expanded their reach to include
over 120 family, pediatric, OB/GYN and specialty clinics, we have become acutely aware of the importance of the human experience across the continuum of care.
This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew,
the webinar will reveal the theories and stories that, working closely with "Champions" from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier
work environment and patient experience.
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Our presenters dedicate their time to understanding existing programs, updates to current programs, and new developments to advance patient care.
This webinar will reveal imaging journey pain points and opportunities for creating improvement based on results of recent patient experience of imaging research.
How are you supporting or eroding the relationships you build with your patients? Are you defining the patient experience in a way to truly understand your patients’ needs? Hear about Dartmouth-Hitchcock’s journey to excellence and
more specifically, learn the process they used to relate the patient experience through the use of patient journey mapping in the primary care setting.
This paper provides us an insight into the active and engaging community dialogue on patient experience across the continuum of care from Patient Experience Conference 2015. From clinics and practices, to the acute setting, to long-term care, an unwavering
focus on the experience of patients and families remains a critical part of ensuring the best in outcomes for those we serve.
This paper reviews quantitative survey results gathered in the Institute’s 2013 patient experience benchmarking research. It then broadens an exploration of the topic with a series of interviews focused on determining proven practices, drivers of patient
experience success and the roadblocks to improving the patient experience in physician practices and medical groups.
This paper identifies some of the central and consistent themes we have seen through visits to 18 cities and almost 30 facilities across the United States and around the world. It highlights innovative patient experience ideas and
key thoughts shared by healthcare leaders. Each section represents a central idea, how we believe it influences patient experience efforts overall and then shares a set of innovative practices that could be replicated, adopted
or adapted for your own organizations.
Join the Community
We invite members of The Beryl Institute to join the Ambulatory Care special interest community to receive ambulatory care-specific newsletters, notifications of upcoming events and to participate in the Ambulatory Care Community discussion boards
in PX Connect.
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Ambulatory Care Council
The Ambulatory Care Council is a group of individuals committed to expanding content and engagement of leaders represented in ambulatory care environments within The Beryl Institute Community.
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