Guler Pamela H
Pamela H. Guler, FACHE, LSSMBB, CPXP, is vice president and chief patient experience officer at Adventist Health System, headquartered in Altamonte Springs, Florida.
Front Health Serv Manage. 2017;33(3):17-29. doi: 10.1097/HAP.0000000000000003.
Patient experience has become a critical differentiator for healthcare organizations, and it will only grow in importance as transparency and consumerism dominate the healthcare landscape. Creating and sustaining a consistently exceptional experience that promotes patient engagement and the best outcomes is far more than just "satisfying" patients, going well beyond amenities that may be provided.Perception of care experience is often shaped by methods we use to address the biopsychosocial needs of patients. Building relationships and communicating well with our patients and families are primary approaches. In a complex healthcare situation, patients may not fully understand or remember the highly clinical nature of treatment. However, they always remember how we made them feel, how we communicated with them as a team, and what interactions they experienced while in our care.Patients who are fully informed and feel connected to their caregivers are often less anxious than those who are disengaged. Informed and engaged patients are enabled to participate in their healthcare. Organizations that focus on developing an accountable culture-one that inspires caregivers to communicate in a way that connects to patients' mind, body, and spirit while leveraging standard, evidence-based patient experience practices-find that patients' perception of care, or "the patient experience," is vastly improved.Adventist Health System has embarked on a journey to patient experience excellence with a commitment to whole-person care and standard patient experience practice across the system. Recognized with several national awards, we continue to strengthen our approach toward bringing all of our campuses and patient settings to sustained high-level performance. We have found that a combination of strong, accountable leadership; a focus on employee culture; engagement of physicians; standardized patient experience practices and education; and meaningful use of patient feedback are top contributors to excellence in patient experience.
患者体验已成为医疗保健机构的关键差异化因素，随着透明度和消费主义在医疗保健领域占据主导地位，其重要性只会与日俱增。创造并维持始终卓越的体验以促进患者参与并实现最佳治疗效果，远不止是让患者“满意”，这远远超出了可能提供的便利设施范畴。对护理体验的认知往往受到我们用于满足患者生物心理社会需求的方法的影响。与患者及其家属建立关系并进行良好沟通是主要途径。在复杂的医疗保健情境中，患者可能无法完全理解或记住治疗的高度专业性。然而，他们始终记得我们给他们的感受、我们作为一个团队与他们沟通的方式以及他们在接受我们护理期间所经历的互动。充分了解情况并感觉与护理人员有联系的患者通常比那些参与度不高的患者焦虑程度更低。了解情况且积极参与的患者能够参与自身的医疗保健。专注于培养一种有责任感的文化的机构——这种文化激励护理人员以一种能与患者的思想、身体和精神建立联系的方式进行沟通，同时利用标准的、基于证据的患者体验实践——发现患者对护理的认知，即“患者体验”，得到了极大改善。基督复临安息日会医疗系统已踏上追求卓越患者体验的征程，致力于在全系统提供全人护理并采用标准的患者体验实践。我们获得了多项国家级奖项，并且继续强化我们的方法，以使我们所有的院区和患者环境都能持续保持高水平表现。我们发现，强大且有责任感的领导力、对员工文化的关注、医生的参与、标准化的患者体验实践与教育以及对患者反馈的有效利用相结合，是实现卓越患者体验的主要因素。
