Patient Experience Model Paper

The purpose of this post is to answer questions related to the patient experience model at my hospital system. I will describe the model and how well it works, citing two examples of its effectiveness. I will also describe the model in my department and how we measure patient satisfaction. Also, it is important to mention why customer satisfaction is now linked to insurance reimbursement. The Cleveland Clinics defines our patient experience as "Patients First" (Cleveland Clinic, n.d.). We apply this model with providing safe care, high value care, high quality care, and patient satisfaction.

First of all, the Cleveland Clinic was the first hospital system to make patient experience a strategic goal by appointing a Chief Experience Officer, and one of the first to create an Office of Patient Experience led by Dr. Adrienne Boissy (Cleveland Clinic, n.d.). The mission and standards are to ensure consistent patient-centered care by teaming with caregivers to give patients the best possible experience. In addition, we offer resources and data analytics: identify, support, and publish sustainable

They are called the Red Coats, because they wear red coats. The Cleveland Clinic main campus is very overwhelming if you are not familiar with the lay out. The Red Coats help direct patients where they need to go and help with patients who may have disabilities and need a wheelchair to get to their destination. Another example is Purposeful Hourly Rounding. This process of checking on patients every hour gives them a feeling that someone is watching over them. This practice is proactive, allowing nurses to manage patient care and their own time more efficiently. It is also about building a relationship and trust with the patient, as much as it is about fulfilling the patients physical needs (Cleveland Clinic,