Lopez-4

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School

Indiana Wesleyan University, Marion *

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510

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Health Science

Date

Apr 3, 2024

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docx

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Uploaded by CorporalAnteater3074

1 4.4 Assignment: Patient Experience Christina M. Lopez Indiana Wesleyan University HCAD-510-01A Healthcare Issues Dr. Bradley Jordan February 14, 2024

2 Introduction Patient satisfaction is subjective but the most important aspect of defining, measuring, and improving the experience of care for a healthcare organization. As each patient has a different view of what an excellent patient experience is for them, most patients hope that the staff will be competent, treatment will be fast, effective, and not uncomfortable and the patient will feel better (Press, 2002). It is impossible to please each patient and for a hospital facility to be always perfect. However, having procedures and policies in place to provide the best possible patient experience will result in higher patient satisfaction. To increase patient satisfaction, it is important to address patient communication, humanistic care, service efficiency, ease of use, privacy and security, and system quality (Du & Gu, 2024). Background Understanding the philosophies of Jake Poore and Dr. Stephen Trzeciak is a focus on providing excellent patient experiences. Jake Poore compares how Disney theme parks are run versus how a hospital organization is operated. Like Disney theme parks, hospitals have similar areas of focus such as customers, complaints, food service, safety, budgets, parking, delays, and wait times (Poore, 2021). Each of these aspects contributes to the overall satisfaction of the patient/customer. Dr. Stephen Trzeciak brings focus to the 40 seconds of compassion rule that will provide the best patient experience and provide therapy to the giver of compassion (Trzeciak, 2019). These philosophies can be implemented in any healthcare facility to increase satisfaction and provide the best patient experience. This affects both patient experience and employee experience through the utilization of both philosophies. Analysis

Improved Patient Experience: Increased satisfaction Improved trust Return Care 40 Seconds of Compassion; Providing focused compassion to each patient Focus : People Process Physical Setting Product 3 To develop a new satisfaction model, the implementation of both Jake Poore’s and Dr. Stephen Trzeciak’s philosophies can provide a new outlook on how to provide a better patient experience. An example of a satisfaction model is below: The patient’s experience will be greatly affected under this new satisfaction model as the focus is seen through the four lenses of patient experience introduced by Jake Poore: people, process, physical setting, and product (Poore, 2021).  People: Connecting to patients is an important patient experience as it allows the patient to feel that they are not another name, but are respected, acknowledged, and understood. Connecting to a purpose is the focus of viewing through the lens of people with respect, building trust, and creating an experience for the patient (Poore, 2021).  Process: The focus of the process is imperative to provide the best experience which is vital to patient satisfaction. Keeping the patient informed and included in all care methods will give the patient insight into their care. Understanding the patients’ expectations can help place the hospital in a better position to modify technical, informational, or organizational performance (Press, 2002). Simply asking the expectations of a patient, i.e. what they would like to know, and what are they expecting out of the visit, and giving them options can provide an idea of what process the patient is expecting.

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