Patient experience in the behavioral health setting: Key best practices throughout an organizational journey

NewYork-Presbyterian/Westchester Division, a clinical affiliate of Weill Cornell Medicine, is a 260-bed hospital providing inpatient and outpatient behavioral health care for children, adolescents, adults and older adults. From 2004-2010 the hospital’s patient experience scores on the Press Ganey® I...

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Autores principales:	Mark D'Agostino, Tena Vizner, Daniel Wald, Linda Espinosa, Rick Evans
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2017
Materias:	patient experience patient centered care behavioral health planetree press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/6629d3d912cd46019a8d5be1e410f658
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spelling	oai:doaj.org-article:6629d3d912cd46019a8d5be1e410f6582021-11-15T04:22:14ZPatient experience in the behavioral health setting: Key best practices throughout an organizational journey2372-0247https://doaj.org/article/6629d3d912cd46019a8d5be1e410f6582017-11-01T00:00:00Zhttps://pxjournal.org/journal/vol4/iss3/20https://doaj.org/toc/2372-0247NewYork-Presbyterian/Westchester Division, a clinical affiliate of Weill Cornell Medicine, is a 260-bed hospital providing inpatient and outpatient behavioral health care for children, adolescents, adults and older adults. From 2004-2010 the hospital’s patient experience scores on the Press Ganey® Inpatient Psychiatry Survey improved from the 14th to 53rd percentile nationally. We primarily attribute this to joining the Planetree® Affilliate Network. Planetree is a mission based not-for-profit organization that partners with healthcare organizations around the world and across the care continuum to represent the patient voice and advance how professional caregivers engage with patients and families. In 2011, hourly rounding was redesigned and tailored for the behavioral health setting. This initiative, coupled with regular Planetree education and an ongoing commitment by staff and the healthcare system to improving patient experience, contributed to a further improvement, with the hospital moving to the top ten percent of psychiatric hospitals nationally in the Press Ganey survey. In this paper, we describe the organizational journey that led to these improvements and identify learning for other hospitals, particularly in a behavioral healthcare setting.Mark D'AgostinoTena ViznerDaniel WaldLinda EspinosaRick EvansThe Beryl Institutearticlepatient experiencepatient centered carebehavioral healthplanetreepress ganeyMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience patient centered care behavioral health planetree press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience patient centered care behavioral health planetree press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270 Mark D'Agostino Tena Vizner Daniel Wald Linda Espinosa Rick Evans Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
description	NewYork-Presbyterian/Westchester Division, a clinical affiliate of Weill Cornell Medicine, is a 260-bed hospital providing inpatient and outpatient behavioral health care for children, adolescents, adults and older adults. From 2004-2010 the hospital’s patient experience scores on the Press Ganey® Inpatient Psychiatry Survey improved from the 14th to 53rd percentile nationally. We primarily attribute this to joining the Planetree® Affilliate Network. Planetree is a mission based not-for-profit organization that partners with healthcare organizations around the world and across the care continuum to represent the patient voice and advance how professional caregivers engage with patients and families. In 2011, hourly rounding was redesigned and tailored for the behavioral health setting. This initiative, coupled with regular Planetree education and an ongoing commitment by staff and the healthcare system to improving patient experience, contributed to a further improvement, with the hospital moving to the top ten percent of psychiatric hospitals nationally in the Press Ganey survey. In this paper, we describe the organizational journey that led to these improvements and identify learning for other hospitals, particularly in a behavioral healthcare setting.
format	article
author	Mark D'Agostino Tena Vizner Daniel Wald Linda Espinosa Rick Evans
author_facet	Mark D'Agostino Tena Vizner Daniel Wald Linda Espinosa Rick Evans
author_sort	Mark D'Agostino
title	Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
title_short	Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
title_full	Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
title_fullStr	Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
title_full_unstemmed	Patient experience in the behavioral health setting: Key best practices throughout an organizational journey
title_sort	patient experience in the behavioral health setting: key best practices throughout an organizational journey
publisher	The Beryl Institute
publishDate	2017
url	https://doaj.org/article/6629d3d912cd46019a8d5be1e410f658
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Patient experience in the behavioral health setting: Key best practices throughout an organizational journey

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