RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1150322555
T1 Describing the Elephant: Defining the Patient Experience and Strategy
T2 Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9780071833257
LK accessmedicine.mhmedical.com/content.aspx?aid=1150322555
RD 2022/05/20
AB A  solid  definition  of  the  patient  experience  is  elusive.  But  before  we  can  improve  it,  we  need  to  have  a  working  definition  of  how  to  think  about  it.  There  are  two  reasons  why  a  concise  definition  is  critical.  First,  we  must  define  the  patient  experience  for  patients  regarding  what  is  important;  otherwise  patients  will  define  it  for  us.  Generally,  patients  are  unsophisticated  healthcare  consumers.  A  particular  experience  equates  to  quality  in  a  patient’s  mind.  Patients  often  use  proxies  to  judge  our  effectiveness.  These  proxies  are  things  they  do  understand  and  can  easily  relate  to  their  personal  experience.  We  need  to  make  sure  that  they  pick  the  right  proxies  or  at  least  understand  their  environment  as  it  relates  to  their  proxies.