Exceptional Patient Experience. Leadership Development Session August 27 & 28, 2013 Beverly Begovich April Fairey Lara Burnside. Healthcare Today?. Positive Image or Negative Image? Trusted or Feared?. Objectives for Today. Review the impact of patient satisfaction
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Health Pulse of America Center for Survey Research – State University of New York, Stonybrook
Do you worry something might go wrong during your hospital stay?
55% somewhat worried or very worried of a wrong treatment or serious infection while in the hospital.
I gave you “usually” on your survey. I am six times morelikely to go to your competitorin the future.
I gave you “Always” on your survey. I am six times lesslikely to go to your competitorin the future.
The gap is the difference between the expectation and the actual experience
Implemented Monthly Patient Satisfaction Tracking and Reporting System: turning data into actionable knowledge and transparency, accountability, Rounding, Words that Work