Putting patient experience at the forefront of care

Patient Experience Week  (April 29-May 3, 2024) is an annual event dedicated to honoring the importance of the patient experience in healthcare. Called PX Week for short, the week serves as a reminder to healthcare organizations and professionals of the significance of patient-centered care and the impact it has on individuals’ well-being. At its core, PX Week reinforces the idea that healthcare goes beyond medical treatments; it encompasses every interaction, communication and aspect of care that patients encounter throughout their journey.  It also underscores the importance of the non-judgmental, affirming, educational and understanding care we provide here at Evergreen and our affiliates.

Evergreen’s patient experience manager Collin Ranney says that “patient experience” is  really the sum of all interactions–shaped by an organization’s culture–that influence patient perceptions across the continuum of care. “A great patient experience comes from more than just a single service interaction, ” says Ranney. “It is influenced by everyone and everything within the entire system’s infrastructure. Our goals and objectives are to utilize direct patient feedback as a meaningful way to improve our staff engagement, patient support and attain full health equity.”

At Evergreen, patient experience centers around these five pillars:

Health Equity

Health equity ensures that everyone has access to the same quality of healthcare regardless of their background, income, or location. When healthcare is equitable, patients receive fair treatment and resources tailored to their individual needs, leading to improved outcomes and a positive patient experience. Without it, disparities in access and care can exacerbate health issues and erode trust in the healthcare system.

Engagement

Staff engagement is vital because motivated and engaged staff members are more likely to provide compassionate, high-quality care, leading to positive patient experiences.

Support

Patient support enhances this experience by ensuring patients feel heard, respected and empowered throughout their healthcare journey, which ultimately fosters greater trust and satisfaction in the healthcare system.

Loyalty & Reputation

Loyalty and reputation are crucial in healthcare because they foster trust between patients and providers. A positive reputation and loyal patient base indicate consistently high-quality care and positive experiences. Patients are more likely to feel confident in their healthcare choices and continue seeking care from providers they trust, ultimately leading to better patient experiences and outcomes.

“Feeling respected, welcomed and listened to in healthcare is crucial because it directly impacts the patient’s well-being and the quality of care they receive,” adds Ranney. “When patients feel respected, it enhances their trust in healthcare providers and the overall healthcare system. This trust is essential for effective communication and collaboration between patients and healthcare professionals.”