Enterprise Patient Experience Framework

How might we design a patient experience framework for the largest healthcare systems in the US?

The Challenge

The Veterans Health Administration (VHA) does not a have well define standardized enterprise patient experience program. Patient experience is rapidly becoming a top priority in healthcare as growing evidence suggests a strong correlation between patient satisfaction and clinical outcomes. Renowned healthcare systems around the nation are working to improve patients’ experiences and increase CAHPS/HCAHPS scores through a variety of interventions and methods

The VHA is the largest integrated health care system in the United States, providing care at 1,243 health care facilities, including 172 VA Medical Centers and 1,062 outpatient sites of care of varying complexity (VHA outpatient clinics) to over 9 million Veterans enrolled in the VA health care program.

My Actions & Methods

I help lead a large team of 15 design researchers, visual designers, user experience professionals, data analysts, contractors, and leadership to design an enterprise patient experience framework. Designed qualitative and quantitative interview protocols for site visits. Conducted site visits to private sector leaders (UCLA, Mayo, Cleveland Clinic) utilized a human-centered design approach by talking to front workings, Veterans, and facility leadership. Analyzed and synthesized results in a collaborative facilitated workshop with executive VA leadership.

150

Clinical, Administrative, and Executive Staff Interviewed

The Impact

Implemented an enterprise patient experience framework for VHA across 300+ VA Medical Centers. Began deployment of nationwide training and patient experience programs in seven domains. Programs include iCARE Leadership Rounding, VA Code of Courtesy, Red Coat Navigator Program, Standard Phone answering by all employees, My Life/ My Story, and several others. Metrics related to patient satisfaction at pilots facilities shown a significant increase.

15

Site Visits Conducted

Creative Commons License2018 | This work by Chris Hughes is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 License.

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