At the 4th Annual Partners Patient Experience Summit, patient experience and quality leaders and their teams, CMOs, CNOs, physicians, NPs, PA, nurses, administrative staff and patient and family advisors from across the Partners HealthCare system came together to explore ways in which to improve the patient experience. Among them were both speakers and audience members from Brigham and Women’s Faulkner Hospital, including members of the Department of Radiology who presented “Approaching the Patient Experience in a Personal Way.”
The presentation, given by Radiology Program Manager Rakesh Kannan, RT(N)(CT), and Radiology Project Coordinator Sabrina Klein, focused on the first year and a half of the department’s efforts to improve patient satisfaction scores on the Press Ganey survey. The talk highlighted the new Patient Satisfaction Task Force and touched on the processes in place and the results of the work, including how the department systematically addresses issues and/or concerns within the department.
“We also emphasized the importance of empowering our staff in addressing patient satisfaction and really encouraging them to ‘own’ the process,” explains Klein. “We spoke about how important it was to engage with staff from all areas and at all levels to make sure that the changes we would be putting in place would not only be appropriate, but sustainable.”
Klein says attending the summit was informative and also a great opportunity to share her department’s best practices. “It was really important for us to share the work our Patient Satisfaction Task Force has been doing. We knew that there was a lot of valuable information and systems that we put in place, and that these could be adapted in other departments and hospitals across Partners. I hope that we were able to encourage similar changes and empower staff at other institutions,” she says.
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