11 - Patients Don't Measure Quality Care—They Experience it (Case Study)
It’s a fact that healthcare is joining the age of consumerism. The cost of care and, most importantly, the quality and ease of service are crucial factors in determining patient satisfaction. Stanford Health Care, already committed to providing the highest quality of care, saw an opportunity to be on the forefront of the growth in consumerism and proactively increase their attention to the factors that impact patient satisfaction.
With nearly 700,000 clinic visits a year, Stanford knew that working with the clinicians who interact with patients during clinic visits was the path to develop a systematic approach to delivering high quality service, improving patient communications, and increasing transparency. Join Stanford as they define the steps that have led to engaged physicians, an improved experience for patients, and ultimately higher patient satisfaction scores its organization. The presenters will review the educational tools that helped to engage physicians in improving patient experience and embracing transparency, the importance of a positive physician work experience and how that impacts patient experience, the need for strong governance, and the value of a patient-based care approach.