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PATIENT SATISFACTION: Academic medical center improves the patient experience

This is a case study of University of Utah Health Care, a four-hospital system that was created in 2004 by bringing together the School of Medicine and the University Hospitals and Clinics.  Radically different cultures hampered the ability of the organization to achieve top patient satisfaction scores until launch of an initiative in 2008.  Working on aligning culture was one of the first tasks of the Exceptional Patient Experience (EPE) initiative.  Among the other EPE activities were revision of the mission, vision, and values statements; value-based hiring, retention, and promotion; and, sharing physician-specific patient feedback data.  Besides the improvement in patient satisfaction scores, the system has seen a big drop in malpractice premium rates and an increase in employee satisfaction.

Source: Lee, V.S., Miller, T., Daniels, C., and others. (2016, Mar.). Creating the exceptional patient experience in one academic health system. Academic Medicine. 91(3), 338-344.  Click here for publisher’s website: http://journals.lww.com/academicmedicine/Fulltext/2016/03000/Creating_the_Exceptional_Patient_Experience_in_One.25.aspx  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

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