Becker's Clinical Quality & Infection Control

65 PATIENT SATISFACTION AND QUALITY MEASUREMENT 3. Experience leaders are still focusing on scores, not innovation. While 64 percent of survey respondents said creating or im- proving the experience culture was one of their top three priorities, 63 percent still said a priority is to improve patient experience scores. "To chase scores is a very different thing than [implementing] something into your culture," she said. "at can be something of a conflict." Meanwhile, just 13 percent said a priority is to create innovative new care mod- els and experiences that drive differentiation. "In my mind, that is the ultimate goal of experience," Ms. Boehm said. 4. Physicians are still missing from the experience conversation. "Experience doesn't have to be led necessarily by the physician, but physicians need to be part of the conversation…ey are the leaders of the healthcare team, and if they're not leading what the experience should be, it won't get very far," Ms. Boehm said. However, just 12 percent of survey respondents said they have a medical degree. Additionally, just 4 percent of respondents said physicians are active leaders of experience improvement efforts in their organizations. Ms. Boehm said when organizations have at least a physician ally for patient experience improvement, they are the most successful. For example, Meridian Health in Neptune, N.J., uses a dyad partnership between its CNO and CMO who are passionate about experience to drive engagement. 5. The role of the patient and family voice is still growing. According to Ms. Boehm, having a single patient/family advisory council is a great place to start, and 54 percent of organizations reported having such a council. Even better would be to have patient/family partners dedicat- ed to every improvement project, which 28 percent of organizations reported having in place. "e thing that scares me is that 7 percent of respondents think they can do patient experience or experience improvement without patients and families," Ms. Boehm said. "at just doesn't make any sense to me." She used the example of University of Colorado Health in Aurora to illustrate her point. UCHealth changed its policy, without consulting patients, to match cancer patients with a familiar nurse during each visit. However, patients reported their top priority was to get in and out of their chemotherapy ap- pointments as quickly as possible, the health system changed protocol to match patients with the next available nurse, thus shortening wait times and improving patient experience. n "We know that generall when there's a better patient experience, you see better safety outcomes." — Liz Boehm, director of Vocera Experience Innovation Network 10 Hospitals Getting the Most Positive Buzz on Twitter By Heather Punke T weets can be a valuable source of insight into what patients truly think about the hospitals they visit, and some hospitals — particularly children's hospitals — get the bulk of positive buzz on Twitter, according to analysis from Crowd- Clinical.com. The website launched last year after a study in BMJ Quality & Safety found tweets could be a useful alternative to HCAHPS scores when it comes to monitoring patient experience. It analyses tweets about patient experience and determines if the sentiment was positive or negative. CrowdClinical.com originally released a list of 10 hospitals that had "the most positive patient experience tweets sent to them" in October 2015, using data from February through October. It has now released an up- dated list, including tweets from February 2015 to April 2016. The list is restricted to hospitals that had more than 20 tweets to analyze. The following hospitals receive the most pos- itive patient experience tweets from Twitter users. 1. Children's Hospital Colorado (Aurora) 2. Spartanburg (S.C.) Regional Healthcare System 3. Primary Children's Hospital (Salt Lake City) 4. Arkansas Children's Hospital (Little Rock) 5. Children's Hospitals and Clinics of Minne- sota (Minneapolis and St. Paul) 6. Dana-Farber Cancer Institute (Boston) 7. Nebraska Medicine (Omaha) 8. The Ohio State University Comprehensive Cancer Center-James (Columbus) 9. Children's Hospital of Philadelphia 10. Seattle Children's n

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