Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care

While patient feedback is critical to improving the patient experience and clinical care, we are currently limited in our ability to collect feedback in real-time from hospitalized patients. This paper describes our experience and outcomes implementing Patient Experience Rounds (PER). Our model uses...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Amber Moore, Caroline Moore, Lydia Bunker, Barbara Sarnoff
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	feedback patient experience patient engagement quality improvement high value care Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/49005d11973b4af9b85d463a4310f9fb
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:49005d11973b4af9b85d463a4310f9fb
record_format	dspace
spelling	oai:doaj.org-article:49005d11973b4af9b85d463a4310f9fb2021-11-15T04:31:28ZPatient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care2372-0247https://doaj.org/article/49005d11973b4af9b85d463a4310f9fb2020-11-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss3/28https://doaj.org/toc/2372-0247While patient feedback is critical to improving the patient experience and clinical care, we are currently limited in our ability to collect feedback in real-time from hospitalized patients. This paper describes our experience and outcomes implementing Patient Experience Rounds (PER). Our model uses trained former patients or family members as volunteers to collect feedback in real-time. Through this feedback, we were able to identify areas for improvement, make adjustments in the moment, and provide targeted feedback to providers. A total of 321 patient encounters were recorded by eight PER advisors. Nursing staff received the highest percentage of positive comments. 49% of patients offered a special mention to recognize a staff member. 33% of patients offered a comment in response to the question, “What is one thing that would improve your experience.” In 16% of encounters, the advisor identified an issue or concern that required near-term follow up. This work has the potential to improve the patient experience and may be beneficial to hospitals seeking novel methods for rapidly improving the patient experience. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>Amber MooreCaroline MooreLydia BunkerBarbara SarnoffThe Beryl Institutearticlefeedbackpatient experiencepatient engagementquality improvementhigh value careMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	feedback patient experience patient engagement quality improvement high value care Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	feedback patient experience patient engagement quality improvement high value care Medicine (General) R5-920 Public aspects of medicine RA1-1270 Amber Moore Caroline Moore Lydia Bunker Barbara Sarnoff Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
description	While patient feedback is critical to improving the patient experience and clinical care, we are currently limited in our ability to collect feedback in real-time from hospitalized patients. This paper describes our experience and outcomes implementing Patient Experience Rounds (PER). Our model uses trained former patients or family members as volunteers to collect feedback in real-time. Through this feedback, we were able to identify areas for improvement, make adjustments in the moment, and provide targeted feedback to providers. A total of 321 patient encounters were recorded by eight PER advisors. Nursing staff received the highest percentage of positive comments. 49% of patients offered a special mention to recognize a staff member. 33% of patients offered a comment in response to the question, “What is one thing that would improve your experience.” In 16% of encounters, the advisor identified an issue or concern that required near-term follow up. This work has the potential to improve the patient experience and may be beneficial to hospitals seeking novel methods for rapidly improving the patient experience. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Amber Moore Caroline Moore Lydia Bunker Barbara Sarnoff
author_facet	Amber Moore Caroline Moore Lydia Bunker Barbara Sarnoff
author_sort	Amber Moore
title	Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
title_short	Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
title_full	Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
title_fullStr	Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
title_full_unstemmed	Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care
title_sort	patient experience rounds (per): real-time feedback to improve the patient experience and quality of care
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/49005d11973b4af9b85d463a4310f9fb
work_keys_str_mv	AT ambermoore patientexperienceroundsperrealtimefeedbacktoimprovethepatientexperienceandqualityofcare AT carolinemoore patientexperienceroundsperrealtimefeedbacktoimprovethepatientexperienceandqualityofcare AT lydiabunker patientexperienceroundsperrealtimefeedbacktoimprovethepatientexperienceandqualityofcare AT barbarasarnoff patientexperienceroundsperrealtimefeedbacktoimprovethepatientexperienceandqualityofcare
_version_	1718428805866979328

Patient Experience Rounds (PER): Real-time feedback to improve the patient experience and quality of care

Ejemplares similares