Health Catalyst Celebrates Patient Experience Week

Patient Experience Week (PX Week), April 25-29, is a week-long celebration of the achievements, efforts, and lessons that have advanced the patient experience.

The annual event, established by The Beryl Institute, a global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare, also recognizes the incredible contributions of dedicated healthcare professionals who work hard every day to elevate the patient experience in hospitals and health systems all around the globe.

During Patient Experience Week, we will highlight the incredible work of a few of many customers who have gone above and beyond to improve the patient experience.

Improved Patient Scheduling Enhances Care and Boosts Revenue

Responding to feedback from patients, Texas Children’s Hospital revamped its appointment scheduling process and improved access to care. Patient feedback indicated that it was difficult to schedule an appointment, often requiring multiple phone calls, and extended wait times. In specialty departments, some patients faced a six to eight-month wait for an appointment.

调度和推荐管理的实践在整个组织中变化很大，有超过60种不同的推荐工作流。德州儿童医院实施了一项基于数据的访问调度改进计划，以确保其患者的预约可用性，这反过来将提高患者满意度，并推动组织的发展。

As a result of their data-informed improvement efforts, Texas Children’s added more than 53,000 appointments annually, increasing revenue by $8.3 million that year. Additionally, these improvements led to Texas Children’s avoiding 12,000 no shows, facilitating the scheduling of 30,000 appointments online, and seeing a 39 percent improvement in patient satisfaction with the ease of scheduling.

Reduction in Hospital Onset Clostridioides Difficile Infections Decreases

Community Health Network (CHNw) recognized its hospital-acquired Clostridium difficile infection (HA-CDI) rate was higher than the national benchmark and sought to reduce it. Individual hospitals had deployed siloed improvement activities that aimed to reduce HA-CDI. However, without cohesive standard processes that address the root cause, those efforts were largely ineffective.

To facilitate scalable improvement, CHNw sought to access timely, meaningful data to allow decision makers to fully explore performance and identify areas of improvement. CHNw utilized a robust analytics system that allowed better access to the data needed to direct change. As a result, CHNw substantially reduced HA-CDI rates, improving patient safety and quality.

In one year, CHNw saw $855,000 in savings, the result of a 31.8 percent relative reduction in hospital-onset CDI rate per 10,000 patient days, with 33 HA-CDIs avoided. Accessing meaningful data also resulted in a 41.1 percent relative reduction in the number of labs per 10,000 patient days that did not meet the criteria for testing—nearly 1,000 fewer unnecessary lab orders.

Using Analytics and Technology to Improve the ED Patient Experience

Mission Health’s patient experience survey scores in the emergency department (ED) were significantly lower than desired. Extended wait times negatively impact patient experience and perceptions of quality of care.

为了改善等待时间体验，Mission改为快速注册流程，通过短信通知患者，并开始通知患者由于数量激增而可能出现的延误，从而更好地管理预期。短信还能改善病人的隐私，重塑候诊室，创建一个私人挂号区也能改善病人的隐私。

In just over a year, Mission’s ED achieved the highest patient experience ratings it had ever received.

The efforts of Texas Children’s Hospital, CHNw, and Mission Health transformed the care process, resulting in measurable improvements to the patient experience. During PX Week, we celebrate these accomplishments and honor the nurses, physicians, support staff and executive professionals, who positively impact the patient experience every day.