Improving patient experience by implementing an organisational culture model

Area of Science:

• Healthcare Management
• Quality Improvement
• Patient Experience

Background:

• A positive patient care culture is crucial for enhancing hospital quality.
• Improving patient experiences (PX) requires strategic interventions and cultural transformation.

Purpose of the Study:

• To implement and evaluate a patient experience culture model at King Abdul-Aziz Armed Forces Hospital.
• To enhance patient care quality through targeted interventions and cultural shifts.

Main Methods:

• Implemented interventions: patient and family advisory council, empathy training, PX recognition, leadership-patient interviews, PX champions, and quality improvement initiatives.
• Measured impact using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey across inpatient, outpatient, and emergency departments.
• Focused on cultural transformation and specific patient touchpoints in 2020.

Main Results:

• Achieved a collective average score increase of over 4% across all patient relationship dimensions.
• Demonstrated significant improvements in patient experience and overall care quality.
• Observed enhanced employee involvement as a key factor in improving care quality.

Conclusions:

• The PX culture model approach proved effective in driving substantial improvements in patient care.
• Key elements for success included staff recognition, system-wide networking, leadership effectiveness, and engagement of employees, patients, and families.