From Data to Dialogue: Turning Physician and Provider Insight into Meaningful Patient Experiences

From Metrics to Meaning: Using Patient Experience Data to Improve Health Outcomes

Many organizations struggle to translate patient experience data into actionable insights that drive better health outcomes and foster a culture of continuous improvement. Participants will explore integrating patient experience data with quality and safety metrics to identify meaningful patterns, uncover root causes of dissatisfaction and align improvement efforts across departments. Participants will learn how to use data to close gaps in care, engage frontline teams, and respond to patient voices with empathy and effectiveness.

This session addresses knowledge and skills gaps so participants can:

• Translate data into actionable insights
• Align patient experience with clinical and operational improvement goals
• Engage interdisciplinary teams in patient-centered initiatives
• Use experience data to support equity and trust-building efforts in diverse populations

This topic is being presented by Shawn Rossi, DHA, FACHE and includes Katie 
Owens, CEO of Healthcare Experience Foundation and Steve Meth, JD, Chief Experience Officer at Johns Hopkins Medicine.

Initial Findings from HCAHPS 2.0: A New Era in Patient Experience

HCAHPS 2.0 is more than a technical revision—it’s a strategic inflection point. The new survey structure gives healthcare systems a renewed opportunity to realign culture, practices, and priorities around what patients value most. By grounding improvement efforts in the early key drivers of experience, organizations can enhance patient trust, elevate caregiver engagement, and drive sustainable performance gains in this new era.

The Board's Role in Health Care Experience

Healthcare transformation won’t happen at the bedside alone—it starts in the boardroom. Board members play a defining role in setting direction, reinforcing accountability, and influencing how care is experienced across the organization. This article highlights why governance is no longer passive oversight—it’s an active driver of outcomes.

Practitioner Application: Factors Affecting Burnout Among Medical Assistants

The topic of physician burnout has been dominating the national conversation about wellness for some time. Certainly the past year has taught us that burnout is a matter of great and immediate concern in healthcare. This article reviews and applies the learnings from groundbreaking research conducted by Seay-Morrison and colleagues exploring factors associated with medical assistant burnout, as well as strategies to prevent/ reduce burnout.

Moving Forward to Nurture Workforce Resilience in Crisis

As the CEO of a firm that helps organizations improve performance through culture and learning, and as someone who has spent the past 12 years coaching thousands of individual leaders, staff members, and physicians at hundreds of hospitals and health systems, I have seen both the positive effects of resilience and the negative effects of a lack of resilience.

During the COVID-19 pandemic, I and my team have worked with organizations to find ways to help their distressed employees take better care of themselves and, in turn, help their patients as our collective recovery continues. This article explores managerial and leadership strategies to pivot forward!

Creating Patient Loyalty in Emergency and Critical Care Departments

Patients who perceive caregivers as working cooperatively are more likely to return to and recommend healthcare facilities. Across both Emergency Department and Critical Care Unit patients, perceptions of teamwork between doctors, nurses, and staff was the number one key driver impacting patient loyalty, according to new research from PRC and the Healthcare Experience Foundation. The study, published in the EC Emergency Medicine and Critical Care Journal, offers insight into the complex factors influencing where patients turn for care, even in emergency situations.

Exploring Workforce Confidence and Patient Experiences: A Quantitative Analysis

Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trusting relationships, empowerment, and resiliency to persevere when challenges arise. Objective: In this study, we examined workforce confidence in the patient experience and patient perceptions of their experience of care.

Methods: We compared responses to the Patient-Centered Excellence Survey (PCES) from 41 United States hospitals, measuring workforce confidence in the patient experience provided, to patient’s ratings of their experience through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.

Results: Higher workforce confidence in the patient experience provided is related to higher patient ratings of their experience while lower workforce confidence is linked with lower patient ratings. Hospitals in the top 25% with workforce perceptions score 11.7% higher with HCAHPS Overall Rating than hospitals in the bottom 25%. Of the 10,945 workforce respondents to the PCES Overall Rating item, 24.2% rated their organization top box (9 or 10) versus 64.7% of patients rating top box. Senior leaders reported the highest degree of confidence in the patient experience, while staff and providers reported the lowest.

Conclusion: Confidence is an important characteristic of the healthcare workforce. Building mastery of patient experience competencies holds promise to further elevate patient’s perceptions of their care. Gaps in confidence should be addressed - especially among those with the most direct caregiver responsibilities.

The Imperative of Culture: A Quantitative Analysis of the Impact of Culture on Workforce Engagement, Patient Experience, Physician Engagement, Values-Based Purchasing, and Turnover.

Current uncertainty for the future of the health care landscape is placing an increasing amount of pressure on leadership teams to be prepared to steer their organization forward in a number of potential directions. It is commonly recognized among health care leaders that culture will either enable or disable organizational success. However, very few studies empirically link culture to health care-specific performance outcomes. Our study examined the impact of cultural attributes defined by a culture index (Cronbach’s alpha = 0.88) on corresponding performance with key health care measures. We mapped results of the culture index across data sets, compared results, and evaluated variations in performance among key indicators for leaders. Organizations that perform in the top quartile for our culture index statistically significantly outperformed those in the bottom quartile on all but one key performance indicator tested. The culture top quartile organizations outperformed every domain for employee engagement, physician engagement, patient experience, and overall value-based purchasing performance with statistical significance. Culture index top quartile performers also had a 3.4% lower turnover rate than the bottom quartile performers. Finally, culture index top quartile performers earned an additional 1% on value-based purchasing. Our findings demonstrate a meaningful connection between performance in the culture index and organizational performance. To best impact these key performance outcomes, health care leaders should pay attention to culture and actively steer workforce engagement in attributes that represent the culture index, such as treating patients as valued customers, having congruency between employee and organizational values, promoting employee pride, and encouraging the feeling that being a member of the organization is rewarding, in order to leverage culture as a competitive advantage.

The Intersection of Contact Centers and Patient Experience

Direct-to-Consumer Print Ads for Drugs: Do They Undermine the Physician-Patient Relationship?

Contributing Researcher.

Consumer Health Information Seeking on the Internet: The State of the Art

Increasingly, consumers engage in health information seeking via the Internet. Taking a communication perspective, this review argues why public health professionals should be concerned about the topic, considers potential benefits, synthesizes quality concerns, identifies criteria for evaluating online health information and critiques the literature.