Enhancing the Patient Experience

Improving the delivery of care goes beyond patient satisfaction

Patient experience has gained importance with the passage of the Affordable Care Act. Defined as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care,” patient experience goes beyond satisfactory outcomes and “making patients happy.”

At the Cleveland Clinic, patient experience is a strategic priority; the organization even has an Office of Patient Experience, under the direction of colorectal surgeon James Merlino, MD. Its mission is to ensure consistent patient-centered care by partnering with caregivers to exceed the expectations of patients and families. It serves as an advisory resource; provides data analytics; identifies, supports, and publishes sustainable best practices; and collaborates with departments to ensure the consistent delivery of patient-centered care.

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