WHAT IS PATIENT EXPERIENCE?
“Patient Experience” is defined as the sum of all patient-related interactions. We consider all of the patients’ experiences starting at admission and continuing through to the treatment stage and recovery; we also take into account the perceptions of the healthcare facility’s staff who have participated in said interactions.
Patient satisfaction is dependent on the quality of healthcare, the duration and efficiency of care. As an institution, our biggest goal is to maintain the continuity of care quality and ensure patients’ needs are met above expectations. Improving patient experiences and as a result having an impact on patient satisfaction ensures that our institution achieves the desired goal in quality of care and performance indicator metrics.
Today, “Patient Experience” plays a crucial role along with medical care to determine the quality of pioneering healthcare facilities around the world, especially the ones based in North America.
Patient Experience Office was first established at the American Hospital in Turkey in order to share and review patients’ feedback to improve our chances of hosting them in a more comfortable and safer environment and subsequently deliver the highest quality of healthcare.
We strive to create and maintain a patient-oriented corporate culture to provide our patients with a unique holistic patient experience with participation by all our employees to accomplish necessary improvements throughout the hospital.
If you would like us to visit your room and listen to your feedback, please do not hesitate to contact us.
With this service, we aim to boost quality rather than quantity by creating new instructive solutions and developing new algorithms for each department based on our discussions with patients and family members as well as conducted surveys. These surveys enable us to receive feedback from patients and their family members about patient care, information processes, catering services, cafeteria, and financial services.
The perception of emotional support and empathy from doctors, nurses, and other professionals is also reviewed to ensure that healthcare is delivered in an environment, where all physical, emotional, and mental needs of each patient are fulfilled.
2022 American Hospital Patient Experience Index;
We have create a percentile-based “Patient Experience Index” that is based on objective and numeric data by adding the results of outpatient satisfaction and inpatient satisfaction surveys that are reviewed at monthly intervals. Our goal is to increase this index constantly, deliver safe and quality based healthcare services that are associated with complete patient satisfaction.
Koç Healthcare Online Outpatient Experience Survey
Patient satisfaction is at the center of American Hospital's primary goals. We recognize that we have the power to influence every touch point of a patient's journey. Our Outpatient Experience Survey is used in measuring patients experience and overall satisfaction to continuously improve the quality and safety of exceptional care.
Online Inpatient Experience Survey
In order to measure patient experiences and their perspectives of hospital care, HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) survey reporting methodology became mandatory in the United States. In line with our Person-Centered Care culture, Online Inpatient Experience survey was implemented in all of our healthcare institutions and HCAHPS survey was referenced as a credible source.
Online Inpatient Experience survey is designed to produce data about patients' perspectives of care. This enables us to create new incentives to improve quality of care, enhance accountability in healthcare by increasing transparency of the quality of hospital care.
Our Online Inpatient Experience survey asks discharged patients about critical aspects of their hospital experiences (communication with nurses and doctors, the responsiveness of hospital staff, the cleanliness and quietness of the hospital environment, communication about new medicines, discharge information, overall rating of hospital, and would they recommend the hospital) to improve quality measures that lead to increased patient satisfaction.
PERSON-CENTERED CARE PRACTICES
Patient Experience Office is actively involved in the Person-Centered Care (Planetree) accreditation process. Person-Centered Care is a model that is respectful of and responsive to individual patient preferences and needs, while ensuring that patient values guide all clinical decisions. Instead of disease-centered care, its mission is to practice individual health or patient-centered care. During, Patient and Family Advisory Council meetings, members share their experiences and based on their perceptions, necessary actions are taken into consideration to improve our services and to provide support in all areas needed.