Pashankar Dinesh S, Brown Troy, Votto Paul, Follo Marie, Formica Richard N, Schilsky Michael L, Mulligan David C, Khokhar Babar
Ambulatory Operations, Yale Medicine, New Haven, CT, USA.
Yale New Haven Transplantation Center, Yale School of Medicine, New Haven, CT, USA.
J Patient Exp. 2022 Apr 6;9:23743735221092610. doi: 10.1177/23743735221092610. eCollection 2022.
Patient experience has become a priority for healthcare institutions as it affects clinical quality of care, financial reimbursement, provider, and patient satisfaction. We report our experience of improving patient experience measured by Press Ganey surveys in a busy multidisciplinary clinic over 65 months. We optimized patient flow in the clinic by technology-facilitated communication among the clinic staff and by a modest space redesign. We noted a significant improvement in "clinic visit" scores from baseline of 82.1 to 84.6 at year 1, 86.1 at year 2, 88.7 at year 3, and 88.9 at year 4 ( < .001). In comparison with previous short-term studies, we were able to sustain improvement in patient experience scores over 4 years due to optimized patient flow and monitoring of clinic operations. A similar approach can be implemented in other ambulatory settings and is likely to cause a long-term positive impact on patient experience.
患者体验已成为医疗机构的首要任务，因为它会影响临床护理质量、财务报销、医疗服务提供者以及患者满意度。我们报告了在一家繁忙的多学科诊所中，通过Press Ganey调查衡量的、在65个月内改善患者体验的经验。我们通过诊所工作人员之间技术辅助的沟通以及适度的空间重新设计，优化了诊所的患者流程。我们注意到，“诊所就诊”评分从基线的82.1显著提高到第1年的84.6、第2年的86.1、第3年的88.7和第4年的88.9（<0.001）。与之前的短期研究相比，由于优化了患者流程并对诊所运营进行了监测，我们能够在4年内持续提高患者体验评分。类似的方法可以在其他门诊环境中实施，并且可能会对患者体验产生长期的积极影响。
