Are You Undermining Your Patient Experience Strategy?

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said the patient experience has influenced their workforce management strategy the most over the past two years. More than half of respondents said improving the patient experience is one of the top three goals they are trying to realize through their strategy. Each day, patients have more information and resources at their fingertips to interact with hospitals the same way they do with restaurants and hotels. They may write a review of their hospital stay on a consumer website, or they may first check the rating of a hospital before deciding where to receive care or take a loved one for treatment. In addition to the consumerization of healthcare, a specific portion of reimbursement is tied to the patient experience. Under the value-based purchasing program in fiscal year 2015, 1.75 percent of hospitals' base DRG payments from Medicare are determined by 24 performance measures. HCAHPS measures, which reflect the patient experience, will determine 25 percent of hospitals' scores. What types of workforce management tactics are hospitals using to best support the patient experience? Interestingly, many organizations are not yet leveraging the resources for the very tactics they find most influential. Even though certain tactics were cited as most likely to improve clinical outcomes, reduce medical errors and boost patient satisfaction, respondents are not leveraging the data, software and consistency to optimize them. Further, one tactic that is most data-driven and automated — overtime monitoring and management — was hardly seen as having an impact on the patient experience. ARE YOU UNDERMINING YOUR PATIENT EXPERIENCE STRATEGY? | 3 Which primary goals are driving your organization's workforce management strategy? 60 50 40 30 20 10 0 51% 62% 37% 40% 51% 35% 13% 12% 39% Improved productivity Reduced labor costs Patient satisfaction Employee retention Talent management and competency development Employee safety Improved workflows Patient safety Achieving clinical outcomes

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