Importance of Patient Experience and Efforts To Improve It: 2022123268 Seoyeon Park Business Administration

Importance of Patient Experience and Efforts to Improve It

2022123268 Seoyeon Park

Business Administration

1.
It is called the patient experience by combining all the things the patient goes
through in the hospital, all situations, and people. For example, from basic things such
as cleanliness of a room or toilet, there is an attitude(responsibility) that nurses treat
them. Prior to Merlino's Cleveland Clinic change, hospitals valued only medical
performance rather than patient experience. Recognizing these problems, Cleveland
made many changes over the past three years from 2009. In the process of this
change, in addition to the patient's treatment, they realized that they should care about
the patient's experiences in the hospital. By listing the problems that exist in the
system and under the continuous trend, Merlino made all hospital officials aware that
patient dissatisfaction is an important issue in the hospital. He also made it known that
all hospital officials could be a "caregiver" who could take care of patients. For these
reasons Cleveland began to value the patient experience.
2.
Cosgrove thought that in order to achieve the goal of improving the patient
experience, the clinic should make significant changes in operational aspects. At that
time, medical complexity and regular demand increased, but there was contradictory
pressure to reduce the number of employees working in hospitals. Cosgrove judged
that it was not easy to adjust the behavior and mindset of employers in this situation,
and tried to solve this problem by creating a new position as chief experience officer
(CEO). He named an outsider who was not a doctor as CEO, but later named
Cosgrove, a senior doctor, as CEO within the organization who fully understood the
challenges of the patient experience.
The first problem he recognized was that hospital officials often do not recognize
CMS scores or take them very seriously. They usually focus on performing treatment,
and have failed to explain enough to patients to understand. Therefore, one of OPE's
first projects under Merlino was to publish the detailed results of the CMS survey
widely. As a result of this project, employees were surprised by CMS's score and
became aware of the seriousness of the situation. However, they still questioned what
they had to do to improve CMS's score (to increase patient satisfaction).
In response, Merlino investigated what patients thought important, in other words,
the needs of patients. The results are as follows. First, patients don't want to be in the
hospital. The images of hospitals in their minds are often frightening, confusing, and
disturbing. Second, patients want better communication. They want to know a lot of
information about their situation and future plans. Third, patients value the conduct of
doctors and nurses. For example, when a patient's doctor or nurse is happier, the
patient is said to feel more satisfied.
Based on the above results, Cleveland announced that all hospital officials should
act as "caregivers" for patients. Their ultimate goal was to eliminate dichotomous
boundaries between doctors and the rest of the staff, and to create a culture in which
everyone worked together to increase patient satisfaction. The hospital's leader values
the effort employees have to bear to improve the patient experience, and has provided
adequate compensation for it. In 2012, as a result, Cleveland clearly increased
employee productivity while keeping costs low. Cleveland's patient-centered approach
strategy seems to be the biggest cause, which can be applied to various industries
other than the medical field. If an industry wants to reform low productivity and
performance, it will be necessary to learn a consumer-centered strategy method by
analyzing Cleveland's case in detail.
3.
I think COVID-19 must have had a positive effect on the patient's satisfaction. It is
obvious that technologies in various fields have developed rapidly due to the influence
of COVID-19. These technological advances also apply to the medical community, and
technological advances create opportunities to provide patients with excellent
experiences. Among them, the most notable part is that the patient experience can be
increased by using mobile devices. The provider provides consumer-centered services
so that consumers (patients using the device) can be well aware of their health status.
The service will leverage data from the electronic health record, social determinants of
health, and patient-reported outcomes to personalize messages, treatment options,
health maintenance suggestions, and lifestyle-change programs. 1 These services help
patients provide faster and more accurate answers to their desired needs (their health
conditions, future plans). Therefore, the satisfaction with the patient experience will
increase along with the satisfaction with the digital device of the patients.
1
Havard Business Review, 5 Principles to improve the Patient Experience,
https://hbr.org/2021/11/5-principles-to-improve-the-patient-experience

Importance of Patient Experience and Efforts To Improve It: 2022123268 Seoyeon Park Business Administration

Uploaded by

Copyright:

Available Formats

Importance of Patient Experience and Efforts To Improve It: 2022123268 Seoyeon Park Business Administration

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Importance of Patient Experience and Efforts To Improve It: 2022123268 Seoyeon Park Business Administration

Uploaded by

Copyright:

Available Formats

Importance of Patient Experience and Efforts to Improve It

2022123268 Seoyeon Park

You might also like