Twelve Ways Healthcare Organizations Are Enhancing Patient Experience. A WBR Digital ebook

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1 Twelve Ways Healthcare Organizations Are Enhancing Patient Experience A WBR Digital ebook September 2014

2 Introduction Table of Contents Introduction... 2 Research Findings The Institutionalization of Patient Experience Initiatives... 3 Progress and Priorities in Patient Experience... 5 Measuring Patient Experience... 7 Solutions to Support Strategic Patient Experience Initiatives... 8 Appendices...10 For healthcare providers, one of the most significant transformations ushered in by the Affordable Care Act has been the financial incentive to shift from their traditional profit-driven models to be more acutely focused on patient satisfaction. Meanwhile, patient expectations have continued to evolve to the point where most patients are no longer content with being passive recipients of care. Patients today are more engaged in their own treatment options, more likely to do their own research, and increasingly expect to be able to interact with their healthcare providers in the same ways they do with commercial brands. All this has greatly affected the way hospitals and healthcare networks approach the way they deliver care. The heightened emphasis on patient satisfaction has shifted institutional priorities, given rise to new divisions focused on patient experience and satisfaction, and led to the creation of new metrics and analytics. In other words, healthcare is in the midst of a paradigm shift. Here are twelve key facts about how healthcare organizations are enhancing their patient experiences. About NextGen Patient Experience About WBR & WBR Digital Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 2

3 Research Findings The Institutionalization Of Patient Experience Initiatives Does your organization have a formal definition for patient experience? 56% Yes 44% No Just over half of respondents have officially defined what patient experience means to their institutions. Does your organization have a patient experience officer? 56% No 44% Yes Over half of survey respondents have a patient experience officer. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 3

4 The Institutionalization Of Patient Experience Initiatives Does your organization have a patient and family advisory council? 56% Yes 44% No Nearly two thirds of medical institutions have patient and family advisory councils. Who in your organization has the primary responsibility for addressing patient experience? 38% Chief Experience Officer 21% Senior Administrator 17% Committee 12% Chief Nursing Officer 12% Chief Operating Officer Chief Experience Officers hold the responsibility for patient experiences in 38% of institutions polled. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 4

5 Progress and Priorities in Patient Experience What is your organization s top priority for 2015? 33% Patient experience and satisfaction 21% Quality and patient safety 17% Employee engagement and satisfaction 8% Construction and capital improvements 4% ACO Development and implementation 4% Physician recruitment and retention 13% Cost management and reduction Patient experience is the top stated goal for What is the greatest obstacle to implementing a patient experience strategy? 30% Execution 26% Internal resource 22% Budget 9% Competing priorities 9% Executive buy- in 4% Lack of strategy Executing on strategy and securing internal resources have proven to be the most prominent obstacles to improving patient experiences. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 5

6 Progress and Priorities in Patient Experience Have you seen measurable progress at your organization in the improvement of the patient experience? 44% We have seen strong progress 44% We have seen very significant progress 8% We have seen marginal progress 4% We have not seen progress The vast majority of medical institutions are making strides in the improvement of patient experiences. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 6

7 Measuring Patient Experience Do you have metrics in place related to patient experience? 88% Yes 12% No Nearly all respondents reported their organizations have instituted patient experience metrics. What is the greatest obstacle to implementing a patient experience strategy? 57% Government mandated surveys (HCAHPS) 35% Patient satisfaction & experience surveying 4% Patient & family advisory committee 4% Patient & family member focus groups or individual interviews Executing on strategy and securing internal resources have proven to be the most prominent obstacles to improving patient experiences. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 7

8 Solutions to Support Strategic Patient Experience Initiatives Are you looking to invest in patient experience solutions in the next 12 months? 54% Yes 46% No More than half of respondents are looking to add patient experience solutions over the next year. In which of the following areas do you currently partner with solution providers to help with patient experience initiatives? 44% Patient analytics, surveys, and feedback 35% All in house 13% Consulting for employee experience 4% Web experience design 4% Social media monitoring Patient analytics, surveys, and feedback tools are among the most widely utilized patient experience solutions. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 8

9 Solutions to Support Strategic Patient Experience Initiatives How hard is it to get internal approval for resources and funding for a new patient experience initiative? 17% Easy 21% Somewhat easy 17% Slightly difficult 33% Difficult 12% Very Difficult The ease with which internal resources are allocated toward patient experience initiatives varies widely by institution. Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 9

10 Appendices Appendix A: Methodology For this report, Worldwide Business Research conducted an online survey of medical and administrative professionals about their organizations patient experiences (see Appendix B for demographic information). Survey participants included decision-makers and executives with responsibility for their organization s patient experience capabilities and strategies. Responses were collected in September of Appendix B: Demographic Information What is your job title? 17% C- Suite Executive 20% VP/Director of Patient and Family Experience 12% Patient Experience Manager 12% Director of Service Excellence 12% Project Manager 8% Service Excellence Manager 4% Chief Medical Officer 4% Director of Nursing What is your job title? 30% C- Suite Executive 39% VP/Director of Patient and Family Experience 4% Patient Experience Manager 18% Director of Service Excellence 8% Project Manager Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 10

11 About Next Generation Patient Experience For healthcare organizations, staying competitive has never been more critical or more challenging. Next Generation Patient Experience brings together executives from across the spectrum of US providers, all of whom are tasked with overseeing their organization s patient experience strategy and implementing their programs. Through a variety of innovative formats, leaders in the space will discuss how to best meet the demands of staying competitive by delivering a truly next generation experience to their patients. Based on months of research, this event will tackle the industry s top patient experience challenges: Creating a single view of the patient. It s no longer just about improving service standards and training, but more about bringing all your touch points together for a holistic view of the patient before, during and after their treatment Engaging physicians. Studies say that physicians directly influence between 40% and 75% of all hospital revenue so it s critical they re engaged in improving the patient experience how do you make sure they see themselves as partners in care and improve their own experience as key stakeholders? Creating patient advocates. How can you leverage your patients to become champions in the market? And same for employees? What can be learned from customer experience in the commercial world? Adopting a new business model. Aligning patient care with the strategic vision of that organization has to be top-down but the leadership at many hospitals is still concerned with profit and therefore volume of patients. How can hospitals adopt a new model to become more patientcentric without sacrificing profitability? Check out the agenda! Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 11

12 About WBR/WBR Digital WBR is the world s biggest large-scale conference company and part of the PLS group, one of the world s leading providers of strategic business intelligence with 16 offices worldwide. Our conference divisions consistently out-perform their industry sector competitors on the quality of the events we produce and the relationships we nurture with both attendees and sponsors. Every year, over 10,000 senior executives from Fortune 1,000 companies attend over 100 of our annual conferences a true Who s Who of today s corporate world. From Automotive events in Bucharest to Logistics conferences in Arizona to Luxury conferences in New York and Finance summits in Hong Kong, WBR is dedicated to exceeding the needs of its customers around the world. In addition to our industry leading conferences, our professional services marketing division, WBR Digital, connects solution providers to their target audiences with year-round online branding and engagement lead generation campaigns. WBR s marketers act as an extension of your team, relieving strain on your internal resources while promoting your brand and solutions to your prospects. Solution providers can target identified accounts or relevant industry/function segments of WBR s entire global database of over 500K senior-level decision-makers. What did you think? Rate this content and help us improve! An organization s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. - Jack Welch It is our goal to produce relevant, valuable content to help inform your strategic business decisions, so we would love to know what you thought of this report. Your feedback goes directly to our content team and helps us to improve. Contact: Andrew Cole Click here to tell us what you think You can also submit a rating here Twelve Ways Healthcare Organizations Are Enhancing Patient Experience 12

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