Abstract
As our focus on patient experience continues to evolve, so does the breadth and depth of the research behind it. In our first issue of 2017, we see first-hand how an industry-wide commitment to research unlocks the possibilities of our field and paves the way for new and enlightened experiences for our patients.
This issue features explorations into areas critical to our patients’ experiences including the ever-changing role and impact of communication and communicators, the continued rise of technology and telehealth, and how the use of surgical navigators may ease anxiety. We’ve also included pieces on how mapping the ICU experience can create post-op efficiencies, the patient perspective within interprofessional rounding and an introspective piece on the association between Medicare star ratings and spending per “beneficiary.”
Communication is the foundation for the relationship between every member of the team, patient and family included. In our feature article, “Improving the Patient Experience by Implementing an ICU Diary…”McCarthy et al explore how the inclusion of a central communication tool supports family-centered care, provides support for decision-making, and enhances communication with the health care team.
Two additional articles explore the value of communication from distinct, yet equally important lenses. Hwang et al look at three adult hospital departments and assess the impact of role playing exercises (what I prefer to call skills practice) and its effect on patient satisfaction scores. In another article, Martino et al investigate whether content from patient narratives explain variation in patients’ primary care provider ratings.
Perspectives and partnerships are also featured prominently in this edition. In “Introduction of a Surgical Navigator…” Marshall et al test the hypothesis that the introduction of a surgical navigator, someone who guided the patient and their accompanying others throughout the surgical process, would improve patient satisfaction. In “Bedside Interprofessional Rounding…” Burdick et al takes us through a thoughtful study on the patients’ perception of this practice.
Finally, Trzeciak et al examine the association between patient experience and Centers for Medicare and Medicaid Services spending at the hospital level while our only case study by Brown et al explores whether or not telehealth is right for your practice.
Patient experience continues to move beyond satisfaction surveys, and as a patient, mom, daughter, and “beneficiary,” I couldn’t be more thrilled. Your contribution to thought leadership is much appreciated.
“Butterflies” a jacket for Mélanie Péron by Regina Holliday
Regina Holliday is a Maryland-based patient advocate, artist, speaker and author known for painting a series of murals depicting the need for clarity and transparency in medical records. This advocacy mission was inspired by her late husband Frederick Allen Holliday II and his struggle to get appropriate care. Her artwork became part of the national healthcare debate. Regina regularly paints and speaks at medical conferences throughout the world.
She also started the ‘‘Walking Gallery’’ movement, where more than 350 volunteer members wear patient story paintings on the backs of their business suits when they attend healthcare conferences. The jackets, which were painted by Holliday or one of 42 artists, depict the story of a patient or an element of medical advocacy. These jacket paintings combined with the tools of social media have spread the word about the importance of the patient’s voice in healthcare discussions. She recently wrote a book ‘‘The Walking Wall: 73 Cents to the Walking Gallery.’’ For more info about the Walking Gallery or Regina’s work, please visit http://reginaholliday.blogspot.com/