Patient Experience

1. How would you describe your current relationship with patients?

a. Mainly transactional: we don’t focus on loyalty

b. Mainly relationship-oriented: we focus on loyalty and put efforts to increase the rate of returning patients

c. Collaborative: our patients are ambassadors to other patients for our facilities

d. Alliance: our patients are ambassadors to other patients for our facilities and help us innovate, identify future needs and develop new services and innovation

2. How do you partner with vendors and suppliers to improve patient experience?

a. We don’t partner with vendors and suppliers to improve patient experience

b. We have started discussing patient experience with vendors and suppliers, but don’t have any joint initiatives yet

c. We have initiatives with some vendors and suppliers in several clinical segments

d. We have established solid partnerships with vendors and suppliers and work together to improve PX across all clinical segments

3. How do you measure the satisfaction and overall experience of your patients?

a. We get occasional feedback from patients without explicitly asking for it

b. We ask patients for feedback after key interactions

c. We run a regular relationship study with patients

d. We run a complete program, measuring our performance with patients after key interactions and we assess our overall relationship with them

4. How do you support your staff to improve patient care and experience?

a. We provide ideas and suggestions upon request

b. We provide ideas and suggestions to facility leads and let them distribute the materials

c. We provide regular insights, based on our performance as well as independent materials to facility leads and let them distribute the materials

d. We provide regular insights, based on our performance as well as independent materials across the organization. We hold regular workshops and have the reverse structures in place, allowing employees to provide inputs throughout the organization

5. What is the progress with the implementation of your Patient Experience / Patient Satisfaction program?

a. We have not started or are still planning a patient experience / satisfaction program

b. We have a simple patient experience / satisfaction survey, which covers some, but not all patients

c. We have at least one of the following elements ready: patient journey mapping, regular tracking, trigger-based actions

d. We have a full setup, supported by a patient experience / satisfaction platform

6. How is your Patient Experience / Satisfaction program aligned with your organization’s strategy and vision?

a. Our PX program is aligned only with the Chief Nurse/Physician

b. Our PX program is aligned with the Chief Nurse/Physician and the C-suite

c. Our PX program is aligned with the C-suite and all department heads

d. Our PX program is aligned with the C-suite, all department heads and it is in the heart of our mission, vison and strategy

7. How is Patient Experience / Satisfaction managed within your organization?

a. No dedicated person or team to manage patient experience

b. One-tier localized: local leads in charge of separate facilities, but no centralized function in charge

c. One-tier centralized: central lead or team in charge driving performance both across the organization and individual facilities

d. Two-tier centralized and localized: central lead or team in charge of organizational performance and local leads in charge of separate facilities

8. How do you measure the business impact of your Patient Experience / Satisfaction efforts?

a. We have a general agreement that positive patient experience/satisfaction facilitates the achievement of our business goals

b. We measure the business impact of some patient experience/satisfaction initiatives

c. We measure the business impact of most patient experience/satisfaction initiatives

d. We measure the business impact of all individual patient experience/satisfaction initiatives and the entire program

9. How do you collect patient feedback?

a. We don’t collect patient feedback in a systematic way

b. We collect patient feedback at irregular intervals at checkout or via manually sent email surveys

c. We collect patient feedback at fixed intervals at checkout or via manually sent email surveys

d. We collect patient feedback continuously and the process is fully automated

10. How do you analyse patient comments?

a. We just read through them

b. We categorise comments manually to identify key topics

c. We use a standardised text analytics framework that automatically or manually identifies the most popular topics

d. We have a customised text analytics framework, tailored to your facilities’ specifics, which automatically extracts sentiment, most popular topics, emerging trends and future patient needs

11. How do you identify the most important patient experience / satisfaction drivers or improvement points?

a. It’s difficult for us to prioritise drivers and improvements and we don’t have a solution, yet

b. We prioritise drivers and improvements based on employee feedback, such as difficulty to implement and resource requirements

c. We have run a one-off statistical driver analysis to understand the overall positive/negative drivers and their impact on the overall experience

d. We run ongoing statistical driver analyses to understand the overall positive/negative drivers. We also drill-down into the drivers of specific touchpoints, locations, etc.

12. How do you prioritize your patient experience / satisfaction activities?

a. We prioritise the resolution of urgent patient issues

b. We prioritise our activities based on their impact and importance for the patients

c. We prioritise our activities based on well-defined PX metrics which enable us to solve problems and share best practices

d. We prioritise our activities based on well-defined PX metrics and their impact on clinical, operational and financial performance

13. How do you close the loop with your dissatisfied patients?

a. We don’t have a specific process in place: we contact patients if we get a serious complaint, but don’t track the outcomes

b. We contact all dissatisfied patients, but don’t track the outcomes

c. We contact all dissatisfied patients and follow up with them on what we have improved

d. We contact all dissatisfied patients and follow up with them on what we have improved. We also contact very satisfied patients to thank them and get ideas on their future needs

14. How much time do you need to close the loop?

a. It is upon the discretion of the main contact holder (e.g. patient service, patient experience lead, facility head, etc.)

b. Within the week as a standard

c. Up to 3 days as a standard

d. Less than 24 hours as a standard

15. How do you incorporate patient experience / satisfaction insights into your decision-making process?

a. We use PX insights to manage some patient cases (feedback calls, etc)

b. We use PX insights to manage some patient cases and make proactive improvements to experience

c. We use PX insights to manage all patient cases and adjust the annual PX strategy

d. We use PX insights to improve all aspects of our business and patient strategy