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A Comprehensive Quality Improvement Approach to Better Patient Experience
Michael L Grover1, Christopher T Pullins1, Augustine S Chavez1
1Consultant, Department of Family Medicine, Mayo Clinic Arizona, Scottsdale, AZ, USA.
NEJM Catalyst Innovations in Care Delivery
|July 7, 2026
Summary
Implementing a quality improvement strategy significantly boosted patient experience scores in family medicine. This approach fostered staff engagement and psychological safety, leading to sustained high patient satisfaction.
Area of Science:
- Healthcare Management
- Quality Improvement
- Patient Experience
Background:
- Improving patient experience is crucial for high-value healthcare.
- Patient experience impacts clinical outcomes and patient-provider relationships.
- Trust is built through positive patient-provider and patient-institution interactions.
Purpose of the Study:
- To describe a quality improvement (QI) approach to enhance patient experience scores.
- To detail the implementation of a QI strategy in a Family Medicine department.
- To assess the impact of the QI strategy on patient satisfaction over time.
Main Methods:
- A comprehensive QI strategy was developed, incorporating clinician/staff engagement and psychological safety.
- Patient experience was measured by top box scores (likelihood to recommend).
- Quarterly top box scores were analyzed using control charts from January 2017 to December 2020.
Main Results:
- The QI initiative demonstrated steady, sustained increases in patient experience top box scores.
- Staff engagement and a psychologically safe environment were key contributors.
- Post-intervention data (through mid-2024) show scores consistently above the 90th percentile nationally.
Conclusions:
- A structured quality improvement approach can effectively enhance patient experience.
- Engaging staff and fostering a positive work environment are vital for sustained patient satisfaction.
- The implemented strategy led to significant improvements in patient-provider interactions and overall satisfaction.
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