Creating and sustaining a culture of accountability for patient experience

Improving the quality of the patient experience has become an imperative for healthcare organizations. Value-based payment models include patient perception data, and a negative experience can impact an organization’s finances. Sustainable improvement requires more than quick-fix cosmetic enhancemen...

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Autores principales:	Denise Kennedy, Roshanak Didehban, John Fasolino
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2014
Materias:	healthcare accountability patient experience service performance service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/4bad41b796364d9ba9df5f1b9d6d2445
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spelling	oai:doaj.org-article:4bad41b796364d9ba9df5f1b9d6d24452021-11-15T03:52:33ZCreating and sustaining a culture of accountability for patient experience2372-0247https://doaj.org/article/4bad41b796364d9ba9df5f1b9d6d24452014-11-01T00:00:00Zhttps://pxjournal.org/journal/vol1/iss2/9https://doaj.org/toc/2372-0247Improving the quality of the patient experience has become an imperative for healthcare organizations. Value-based payment models include patient perception data, and a negative experience can impact an organization’s finances. Sustainable improvement requires more than quick-fix cosmetic enhancements, ‘flavor-of-the-month’ service trainings, or bonuses for front-line staff. Organizations must actually improve the patient experience. Doing so requires a culture of accountability and a systematic framework for collecting and acting on patient perception data. This article revisits Mayo Clinic Arizona's (MCA) "7-prong" model for improving service quality: (1) multiple data sources to drive improvement; (2) accountability; (3) service consultation and improvement tools; (4) service values and behaviors; (5) education and training; (6) ongoing monitoring and control; and (7) recognition and reward. The focus of this article is Prong 2, creating and sustaining a culture of accountability for acting on service quality data to improve the patient experience. The model has demonstrated efficacy in specialty and primary care areas. Based on our experience since the model’s publication six years ago, we still contend that a comprehensive approach to improvement produces the best results. We have fine-tuned our approaches to leadership engagement, data transparency, reporting and accountability processes to ensure action on the data, and leveraging the committee structure and front-line staff. To help other organizations on their patient experience journey, we share the methodologies, tools and resources used to create and advance the culture of accountability for patient experience at MCADenise KennedyRoshanak DidehbanJohn FasolinoThe Beryl Institutearticlehealthcare accountabilitypatient experienceservice performanceservice quality improvementcontinuous improvementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2014)
institution	DOAJ
collection	DOAJ
language	EN
topic	healthcare accountability patient experience service performance service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	healthcare accountability patient experience service performance service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270 Denise Kennedy Roshanak Didehban John Fasolino Creating and sustaining a culture of accountability for patient experience
description	Improving the quality of the patient experience has become an imperative for healthcare organizations. Value-based payment models include patient perception data, and a negative experience can impact an organization’s finances. Sustainable improvement requires more than quick-fix cosmetic enhancements, ‘flavor-of-the-month’ service trainings, or bonuses for front-line staff. Organizations must actually improve the patient experience. Doing so requires a culture of accountability and a systematic framework for collecting and acting on patient perception data. This article revisits Mayo Clinic Arizona's (MCA) "7-prong" model for improving service quality: (1) multiple data sources to drive improvement; (2) accountability; (3) service consultation and improvement tools; (4) service values and behaviors; (5) education and training; (6) ongoing monitoring and control; and (7) recognition and reward. The focus of this article is Prong 2, creating and sustaining a culture of accountability for acting on service quality data to improve the patient experience. The model has demonstrated efficacy in specialty and primary care areas. Based on our experience since the model’s publication six years ago, we still contend that a comprehensive approach to improvement produces the best results. We have fine-tuned our approaches to leadership engagement, data transparency, reporting and accountability processes to ensure action on the data, and leveraging the committee structure and front-line staff. To help other organizations on their patient experience journey, we share the methodologies, tools and resources used to create and advance the culture of accountability for patient experience at MCA
format	article
author	Denise Kennedy Roshanak Didehban John Fasolino
author_facet	Denise Kennedy Roshanak Didehban John Fasolino
author_sort	Denise Kennedy
title	Creating and sustaining a culture of accountability for patient experience
title_short	Creating and sustaining a culture of accountability for patient experience
title_full	Creating and sustaining a culture of accountability for patient experience
title_fullStr	Creating and sustaining a culture of accountability for patient experience
title_full_unstemmed	Creating and sustaining a culture of accountability for patient experience
title_sort	creating and sustaining a culture of accountability for patient experience
publisher	The Beryl Institute
publishDate	2014
url	https://doaj.org/article/4bad41b796364d9ba9df5f1b9d6d2445
work_keys_str_mv	AT denisekennedy creatingandsustainingacultureofaccountabilityforpatientexperience AT roshanakdidehban creatingandsustainingacultureofaccountabilityforpatientexperience AT johnfasolino creatingandsustainingacultureofaccountabilityforpatientexperience
_version_	1718428863313215488

Creating and sustaining a culture of accountability for patient experience

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