Case Study
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Doctors, Nurses Overcome Workplace Hierarchies to Improve Patient Experience Scores in Phoenix ER
- Publication:
- ASQ.ORG
- Date:
- November 2013
- Pages:
- pp. 1-6
- Author(s):
- Wise, Adam
- Organization(s):
- ASQ
Abstract
A Banner Health vision team composed of physicians was tasked with studying how ER staff could improve patient experience scores while also reducing litigation risks. Using the DMAIC approach and Pareto analysis of patient experience data, team leaders learned that some patients were unhappy with what they perceived to be a lack of communication between clinicians. The vision team instituted a number of process improvements to please patients, including an on-demand survey program to capture patient concerns before discharge. Patients are now 89 percent less likely to file a complaint when a physician or nurse addresses any concerns prior to discharge.
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