Leading the patient experience improvement effort in today’s healthcare climate is challenging. Unfortunately, the COVID-19 global pandemic has significantly impacted the entire healthcare industry. Historic financial losses aligned to declining volumes with patients being soured about their recent healthcare experience. Additionally, effective July 1, 2020 all organizations are again being held accountable for their publicly reported quality and patient experience results.
So where do we go from here? Should we rely on traditional industry best practice strategies (4P’s, AIDET, bedside shift report, purposeful rounding, etc.) to drive our patient experience improvement strategy? It is too early to determine the best practices that will be the most effective in today’s environment, however, building trusting relationships with our patients through purposeful rounding is the one practice that will continue to be a difference maker.