Preparing for and Sustaining Improvements in Patient Experience
Improving patient experience—as measured by a CAHPS survey or in another way—is a quality improvement challenge that is somewhat different from improving a clinical or technical process of care. This kind of transformational work requires new approaches and may challenge existing practices in your organization. The topic briefs in this section discuss several behaviors and strategies common among organizations that are committed to and are successful at improving their performance.
Once these behaviors and strategies become part of the organization’s culture, they often play a large role in supporting and driving successful efforts to improve members’ and patients’ experiences with healthcare. If any of these are missing, you may want to think about ways to introduce them—for example, by devoting resources to training team members in basic process improvement methods or setting aside time to educate and build support among clinicians and other staff.
Assess your readiness
Before embarking on an initiative to improve patient experience, it is helpful to perform a self-assessment to evaluate whether your organization approaches the improvement process in a manner that is associated with success.
Consider using one of these tools:
- Culture of Improvement Self-Assessment from the Virginia Mason Institute.
- Self-Assessment Tool: A National Action Plan to Advance Patient Safety, from the Institute for Healthcare Improvement.
Visit the Resource Library to learn about AHRQ’s Surveys on Patient Safety Culture®
