Skip to main content

Why Patient Experience Matters?


Patient engagement is currently considered the cornerstone of the health care system revolution for its positive impact on health outcomes and health care costs.
There is a growing body of evidence supporting that the association between better patient experience and health care quality. A recent article published in JAMA Internal Medicine demonstrates this association. The research compares the patient experience as measured by the Centers for Medicare and Medicaid Services (CMS) star ratings and higher quality of care in hospitals in the United States. The study found that a higher CMS star rating was associated with lower patient mortality and readmission's.
The US National Library of Medicine (PMC) conducted a systematic review of the literature analyzing the impact of information technology on patient engagement and health behavior change. The PMC research reviewed in detail a total of 170 articles. Overall, 88.8% (151/170) of studies showed a positive impact on patient behavior and 82.9% (141/170) reported high levels of improvement in patient engagement. The review clearly has shown that IT platforms can enhance patient engagement and improve health outcomes.
There is also a growing body of evidence demonstrates that lack of patient engagement is a major contributor to preventable deaths. In fact, it is estimated that 40% of deaths in the United States are caused by modifiable behavioral issues.
A good example of the impact of embracing technology to enhance patient engagement in the healthcare process can be demonstrated by the Georgia Health Sciences Medical Center case study. After implementing a mechanism to promote patient and family engagement, the center saw a 62 percent reduction in medication errors, a 40 percent reduction in falls, and a 50 percent decrease in length of stay.
In addition to the impact on the quality of care, a robust patient engagement program has been found to have clear benefits for the health organization.
A research from the Gallup management journal shows that patient and family engagement consistently predicts hospital performance on an array of crucial business outcomes, including EBITA. According to a Deloitte study hospitals with “excellent” patient-experience ratings have net profit margins that are two and a half times higher than hospitals with “low” ratings (4.7% vs. 1.8%). Moreover, a 10% improvement in the number of patients that grade their hospitals with either a 9 or a 10 (out of 10) correlates with a 1.4% increase in profit margin.
Patient-and family-centered care also decreases litigation and malpractice claims and leads to lower costs per case due to fewer complications and shorter length of stay.
For many hospitals, establishing a brand identity around patient and family engagement becomes a competitive edge in the marketplace.
A recent McKinsey survey of more than 2,000 patients found that 41 percent indicated they would be willing to switch hospitals for a better patient experience. The survey findings are backed by many real-life examples. The Cleveland Clinic in Ohio increased its market share with additions in both new and returning patients after implementing patient and family engagement strategies.
In conclusion, research shows that engaged and informed patients will experience less anxiety and will be more active in their treatment. The result – reduced burden on the care team and most importantly, improved safety and better care results.

Comments

Popular posts from this blog

FHIR Status Check

 More than 2 years have past since I wrote my article  on the Fast Healthcare Interoperability Resources (FHIR®) standard and it’s time to do a quick status check and revisit the predictions I made back then. The FHIR standard continues the strong trajectory of adoption and is now used across the globe. The application programming interface (i.e. the FHIR API) is available in most major EHR systems today. According to the US Office of the National Coordinator Health Information Technology an estimated 85% of hospitals have FHIR in their systems. The NHS has been quick to adopt FHIR and the adoption curve in the UK is high. The NPfIT (NHS Care Record Service) HL7 V3 interfaces are being redeveloped in FHIR®, and new NHS specifications such as the CareConnect standard for secured Transfer of Care  are being specified in FHIR® by default. Despite the industry enthusiasm about the potential of FHIR still the old and faithful HL7 v2 remains the predominant interoperability standard in use t

Home grown and die slow systems

The atmosphere got tensed as the meeting went on. We were all started feeling a bit uncomfortable. The meeting took place at headquarters of one of the prestige hospitals in the US. A hospital which constantly ranked in the top 10 best hospitals in the world. A drop of sweat sprout on the brow of the IT executive which was leading the meeting. The participants nodded their heads as they realized that despite the massive investments in developing their home grown systems over the years they are lacking some basic features which typically found in commercially available products, and many of the modules in used are becoming old and need to be replaced. That same realization repeated itself in similar discussions I had with other health organizations around the globe which took the "home grown" path. It seems there was a paradox between how wealthy is the organization and how poor its IT systems are. Selecting a commercially available product is a frustrating task. Typic

Hospital CXO - A new well deserve seat at the executive table

I once asked the CEO of a large hospital what will be the main KPI to measure how well the hospital is doing. The CEO immediate response was that the best indicator would be how satisfy the patients are. In a stressful and overloaded environment such as a hospital, it is easy to focus on the disease and forget about the patient. A chief experience officers (CXO), or other similar titled leaders, is a new member in a hospital C-suite. The role of a CXOs have gained scope and respect in the C-suite as studies show how experience affects all aspects of care. There is a growing body of evidence supporting that the association between better patient experience and health care quality. For example, a study found that a higher CMS star rating was associated with lower patient mortality and readmission's.  One of the drivers accelerating the adoption was the US government decision to start mandate measuring patient’s perception of their care and tied reimbursement to those scores. Beyond t