Patient Experience 10-29-2019

Follow and join the conversation with #PatientExperience.

According to the Agency for Healthcare Research and Quality (@AHRQNews) “Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.” How can understanding patient experience improve and advance patient-centered care? What aspects of health care delivery fall under the umbrella of patient experience? We will explore answers to these questions and all of the ins and outs of patient experience in this series.

To Listen:

CTO Talk – Host Matt Ferrari’s guest is Dave MacCutcheon the COO of InfoBionic about patient engagement and transformation in the age of AI.

In the News:

Spok Survey Finds Hospital Contact Centers Are Important to Patient Experience, but Face Challenges in Staff Retention
Spok, Inc. (@spoktweets), a wholly owned subsidiary of Spok Holdings, Inc. and a leader in healthcare communications, released the results of its second annual survey on hospital contact centers. The survey explores key challenges, strategies, trends, and the importance of the contact center in the patient experience. Respondents included more than 300 healthcare professionals from hospitals and health systems around the country.

Patient Experience Conference 2020 Keynote Speakers Announced by The Beryl Institute
The Beryl Institute (@BerylInstitute) announces five keynote speakers as part of Patient Experience Conference 2020, to be held April 20-22 at Hilton Orlando Bonnet Creek in Orlando, Fla. Patient Experience Conference is the largest independent, non-provider or vendor hosted event bringing together the collective voices of healthcare leaders, staff, physicians, patients and families across the globe to convene, engage and expand the dialogue on improving patient experience.

Accumen Acquires Medical Imaging Post-Processing Company 3DR Laboratories
Accumen Inc. (@accumeninc), the leader in healthcare performance, announced that it has acquired 3DR Laboratories, the largest and most respected 3D medical post-processing laboratory in the United States.

To Read:

Why is there so little training on patient experience?
The Point of Care Foundation’s Chief Executive, Jocelyn Cornwell argues that more training and support should be available for patient experience professionals.

10 Things Patients Hate about Healthcare Practices
According to PatientPop (@patientpop), patients choose to receive care from your practice, so if they aren’t satisfied, they’ll likely head elsewhere. To keep your practice bustling, you need to provide the level of service your patients desire. Here’s a look at several factors that cause patients to seek care elsewhere.

Patient Engagement Staff Can Improve Healthcare Delivery
According to Renal and Urology News, the role of patient engagement staff is to improve the care process and facilitate communication between patients and staff.

Being Courteous to Patients When Drawing Blood Promotes Better Pain Management
Docwire (@mydocwire) reports that ealth care providers (HCPs) can go a long way in managing patient pain simply by being kind and courteous when drawing their blood, according to that study that was presented at the ANESTHESIOLOGY® 2019 annual meeting. The researchers noted that blood draws are often a source of significant anxiety for patients, and thus a big part of the pain experience.

Making the Cut:

Patient Experience Journal Passes Milestone

Contract News

Virtua Health to Drive Personalized and Proactive Consumer Engagement with SymphonyRM’s AI-Powered Next Best Actions
SymphonyRM (@SymphonyRM), Healthcare’s Next Best Action company, announced that Virtua Health, one of New Jersey’s largest not-for-profit health systems, selected SymphonyRM’s Next Best Action platform to support its consumer engagement initiatives.

Sutter Health/ Aetna Enlists Docent Health to Elevate Member Experience
Sutter Health | Aetna announced members will have access to a unique technology-enabled service from Docent Health (@DocentHealth) that will help them find a provider, schedule an appointment, understand tools available to them and more starting this Fall. The pilot program, part of an agreement between Sutter Health and Docent Health, delivers personalized services across phone, email and text to members.

Upcoming Events:

Next Generation Patient Experience 2019
When: December 3 – 5, 2019
Where: Hyatt Regency Indian Wells
Twitter: @patient_event
Hashtag: #NGPX
Register for this event.

Next Generation Patient Experience 2019 – More than just an annual conference, NGPX is a community that unites America’s best and brightest patient experience leaders to connect, inspire and transform healthcare. Through intimate networking events, inspiring idea exchanges, and unparalleled story-telling, NGPX reinvigorates and breathes new life into the world of patient experience.

Patient Experience Conference 2020
When: April 20 – 22, 2020
Where: Orlando, FL
Twitter: @BerylInstitute
Hashtag: #PX2020
Save the Date.

Patient Experience Conference is the largest independent, non-provider or vendor hosted event bringing together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient experience.