Revolutionizing Healthcare: The Power of Patient Experience Leadership

By Alan T. Belasen, Ph.D., Barry Eisenberg, Ph.D., and Jill Borgos, Ph.D.

This groundbreaking book explores the critical role of patient experience in healthcare leadership, delving into the intricate relationships between coordinated care, expert leadership, provider-patient communications, and patient satisfaction.

The Gap Between Perception and Reality

Despite its importance, healthcare leaders often prioritize specific metrics over patient experience and provider-patient communications, leading to a disconnect between perceived and actual performance. A 2012 survey of over 17,000 healthcare leaders in North America revealed that leaders’ perceptions did not always align with data, with many overestimating their hospital’s performance. Meanwhile, patients rated them lower on perceived service quality.

Fast-forward to 2022, and only a few providers have integrated best practices to achieve high patient satisfaction, significantly impacting CMS Hospital Star Ratings and, consequently, profit margins.

The Link Between Communication Goals and Outcomes

To bridge the gap between perception and reality, hospital leaders must consider the link between communication goals (e.g., responsiveness of hospital staff, pain management, and communication about medicines) and outcomes (e.g., increased adherence and compliance, readmission, healthcare delivery costs, and hospital overall ratings).

By aligning intentions and outcomes, healthcare leaders can evaluate the gaps between patient care measures and best practices, mitigating organizational or technological factors that hinder the patient experience.

A Practical Guide to Improving Patient Experience

This practical guide covers key topics, including:

• provider-patient communications
• demonstrating the value of patient-focused care
• synergy as a strategy for physician and nurse executives
• engaging board members in promoting quality and safety goals and developing hospital community partnerships
• building bridges between physicians, administrators, trustees, and hospital staff
• developing a leadership pipeline

By applying these strategies, healthcare teams can improve patient outcomes, prevent medical errors, enhance efficiency, and increase patient satisfaction, ultimately leading to better patient care and improved bottom lines.

Product Details:

Publisher: Productivity Press

1st edition: February 27, 2024

Language: English

Paperback: 226 pages

ISBN-10: 1032555157

ISBN-13: 978-1032555157