The chief patient experience officer (CPE) role within a hospital or healthcare organization is increasingly important, as medical science and technology advances continue to create more complicated and demanding situations for both doctors and patients. CPE’s are accountable for ensuring that healthcare providers, such as hospitals, clinics, and primary care physicians, fulfill patient care and safety standards. Increasingly, however, the role of the CPE has been expanding to include the implementation of new, improved patient care strategies and to address new challenges brought about by advances in medical technology and business strategy.
When a patient interacts with a doctor or healthcare provider, it is nearly impossible to know what is going on in a person’s body at any given time. Many things can go wrong during a medical procedure, resulting in adverse reactions and sometimes even death. Patients who can completely trust their physicians are more likely to follow medical advice and receive the proper treatment. However, many patients find it challenging to achieve this level of trust. For this reason, patient health care experiences – which often play an essential role in the development of patient trust – are of great importance.
The role of the CPE can be implemented through several strategies. To provide a practical, efficient patient experience, healthcare organizations should use real-time data acquisition systems. Communication with patient and family in ICU systems make it possible for healthcare organizations to capture, store, analyze and distribute real-time data, allowing them to provide up-to-the-minute information to doctors and other staff members in real-time.
Healthcare organizations should also ensure that they implement the use of appropriate patient experience goals. Patient education and empowerment are essential aspects of this process. When patients know what to do in various healthcare situations, they will be more likely to follow essential medical advice and receive timely medical attention when required. Furthermore, patients who feel empowered to interact with their healthcare providers will also be more likely to receive quality care. Therefore, if a healthcare organization wants to ensure a positive real-time outcome, it should implement patient empowerment strategies such as educating patients on common medical errors and enabling them to take greater control over their healthcare.
Another essential component of patient experience goals is ensuring that healthcare institutions develop a culture that emphasizes safety. In this regard, a newly implemented safety program should be developed and implemented. This program should involve several elements:
An incident reporting system should be in place to collect and record all relevant information on reported incidents, including the severity of the incident, its cause, and the contact details of all parties involved.
Protocols regarding safe patient care should be established and routinely reviewed to ensure that the procedures are still by local and national safety regulations.
Once an incident has been reported, the patient experience team should initiate the necessary follow-up procedures to gather further information.
One element of patient experience goals involves the establishment of a safe patient environment. This includes avoiding distractions and keeping all staff members aware of their responsibilities and duties. A safe workplace is achieved when a high level of communication exists between employees and management and includes effective communication systems such as a latex device. The latex device allows all staff members to communicate vital information directly to one another, thereby decreasing the number of communication-related accidents and helping to establish a high level of safety for patients. An influential safety huddle committee can be established to monitor and manage safety in the workplace.
For a healthcare organization to effectively implement patient experience goals, every organization member must understand and support these goals. Every staff member should participate in a rldatix communication checklist regularly. This is important for several reasons. First, this not only helps staff recognize issues that may arise and potential solutions. Second, staff should use the tools provided by the rldatix to create action plans and timelines regarding their performance.
The creation of patient experience goals and the implementation of quality improvement initiatives are often interrelated. However, these two elements work together in several ways. Patients are always satisfied with their care and are eager to return to the healthcare environment. Therefore, improving the quality of patients’ experiences helps healthcare organizations build a better reputation, increase patient satisfaction scores, and foster healthy relationships with patients. Additionally, when a healthcare organization adopts several quality improvement strategies such as measuring progress, offering compensation or other incentives, and implementing quality management systems, patient satisfaction scores will improve. Likewise, when a healthcare organization adopts a quality improvement initiative and incorporates the strategies listed above, it will notice an improvement in its financial performance and the number of patients who have completed their healthcare programs.