Patient and Family Experience Flashcards
If you were to ask a patient what they want in a positive patient experience, they will likely tell you that the least they expect from the hospital is ______________________.
Excellent medical care
What secondary elements of a healthcare experience are patients likely to focus on?
How helpful people were, how long they had to wait, how knowledgeable the staff seemed to be, and what kind of specific help the staff provided them.
How does the Beryl Institute define Patient Experience?
The sum of all interactions, s happen by an organization’s culture, that influence patient perceptions across the continuum of care.
What must front desk staff and volunteers be prepared to do to track and contribute to patient experience?
Courteously greet all patients/visitors/family, assist the patient with getting signed in or checked in, record the time of the patient’s arrival in the lobby and the time of registration, and provide the patients with directions to seating, restrooms, etc.
What patients should be given preference and fast-tracked to their test area?
Patients who have been cooperative with the hospital and completed pre-registration processes.
What has NAHAM developed as a national standard for Patient Access?
Pre-Registration Process Tiers
Is front-end patient financial counseling a part of or a contributor to a positive patient experience? If so, how?
Yes, it is imperative that healthcare providers make this service easily accessible and friendly.
What helpful services can volunteers or patient escorts provide?
Simple and easy directions to service areas, offering to call services areas to see if they are expecting a patient and at what time, physically escorting patients to service areas, offering the patient refreshments or nourishment when appropriate
What are Patient Access personnel best positioned to be able to do?
Help patients, families, and visitors get through the healthcare experience with less problems and in less time.
What are some concierge services that Patient Access personnel could increasingly be involved in?
Providing call back through use of restaurant pagers, providing pagers to family members who are waiting while a loved one has a procedure, assisting with valet parking, providing complimentary meals or meal tickets and coupons for coffee or snacks in the gift shop or cafeteria, assisting with access to complementary guest WiFi, assistance with kiosks and check-in applications and equipment.
