Gallup Business Journal featured an article on "Why Hospitals Don’t Deliver Great Service," which highlighted the need for top-down leadership focused on the patient in a service-centered culture.
Specifically, hospitals can learn from hotels‘ check-in and check-out processes to improve admissions and discharges to leave good first and last impressions.
These theories are proving out in research, as the J.D. Power and Associates 2012 National Patient Experience Study shows that patient satisfaction is influenced more by hospital staff than by hospital facilities.
Infection Control Today reports: "Staff service and staff attitude are the most common types of problems that patients experience."
Similarly, in interviews with HealthLeaders Media, many hospitals are finding that great clinical outcomes and patient satisfaction don’t always go together.
The Iowa Health System created their own Patient Experience Team who helps emphasize that patients should be communicated with in ways that they understand.
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