Sustained Improvement in Patient Experience by Optimizing Patient Flow in Ambulatory Settings

Patient experience has become a priority for healthcare institutions as it affects clinical quality of care, financial reimbursement, provider, and patient satisfaction. We report our experience of improving patient experience measured by Press Ganey surveys in a busy multidisciplinary clinic over 6...

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Bibliographic Details
Published in:Journal of patient experience 2022, Vol.9, p.23743735221092610-23743735221092610
Main Authors: Pashankar, Dinesh S, Brown, Troy, Votto, Paul, Follo, Marie, Formica, Richard N, Schilsky, Michael L, Mulligan, David C, Khokhar, Babar
Format: Article
Language:English
Subjects:
Ambulatory care
Patient satisfaction
Physician patient relationships
Quality of care
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Summary:Patient experience has become a priority for healthcare institutions as it affects clinical quality of care, financial reimbursement, provider, and patient satisfaction. We report our experience of improving patient experience measured by Press Ganey surveys in a busy multidisciplinary clinic over 65 months. We optimized patient flow in the clinic by technology-facilitated communication among the clinic staff and by a modest space redesign. We noted a significant improvement in “clinic visit” scores from baseline of 82.1 to 84.6 at year 1, 86.1 at year 2, 88.7 at year 3, and 88.9 at year 4 (P 
ISSN:2374-3735
2374-3743
DOI:10.1177/23743735221092610