With the introduction of the Hospital Consumer Assessment of health care Providers and Systems (HCAHPS) survey, providers are constantly asking patients, “How did we do?” to measure overall patient satisfaction. In this session, Cynthia Hedricks suggests perhaps a more important question to ask of patients, and that is, “What happened?” Using principles borrowed from the scientific method, she evaluates the results of work focused on patient satisfaction as compared to that focused on the patient experience.
Dr. Hedricks will then look at patient experience from the lens of those in talent acquisition. She will take a deep dive by going beyond HCAHPS, and discuss which health care employees are most likely to impact patient experience, and how to measure whether candidates applying for open positions possess the behaviors that will improve this critical outcome.
Scientific principles that can guide programs designed to improve patient experience.
Differences between patient experience and patient satisfaction, and why you should care about this distinction.
Learn what others are doing to improve patient experience at their organizations.
Cynthia Hedricks, Ph.D.
Chief Analytics Officer, SkillSurvey, Inc.
ASHHRA Member: $45.00
ASHHRA Non-Member: $85.00
1 (CHHR) 1 (SHRM) 1 (HRCI)