Patient Experience Final - Exam Solution Manual Fully Solved Latest Update 2025 Graded A+
Irwin Press - Answers Patient satisfaction = subjective evaluation of all events and interactions
consciously experienced during care. It is important because it is a component of care as well as an
outcome
The Picker Institute - Answers (8 principles of patient-centered care) patients' report of whether these
happened or not. It is objective(facts) data rather than subjective(feelings).
Agency for Healthcare Research and Quality (AHRQ) - Answers Patient experience encompasses the
range of interactions that patients have with the healthcare system, including their care from health
plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare
facilities. As an integral component of health care quality, patient experience includes several aspects of
health care delivery that patients value highly when they seek and receive care, such as getting timely
appointments, easy access to information, and good communication with healthcare providers.
8 principles of patient-centered care - Answers 1.Respect for patients' values and preferences and
expressed needs
2.Coordination and integration of care
3.Information, communication, and education
4.Physical comfort (including pain management, physical environment)
5.Emotional support and elimination of fear and anxiety
6.Involvement of family and friends
7.Transition and continuity (among providers and treatment settings)
8.Access to care
Patient Experience - Answers Objective (facts)
Patient Satisfaction - Answers Subjective (feelings)
Beryl Institute - Answers -major, independent, nonprofit center to promote the improvement of the
patient experience.
-The sum of all interactions, shaped by an organization's culture, that influence patient perceptions
across the continuum of care.
Society of Hospital Medicine - Answers Everything we say and do that affects our patients' thoughts,
feelings, and well-being
"Golden Rule"/ Steinway Definition - Answers For those that still struggle with definitions or first steps,
or don't have big fiscal budgets, "Treat those that are at their most vulnerable as you'd like to be
, treated, with respect and kindness, and try to get the small stuff right". For everyone else, look to the
above for inspiration, and start investing in Steinways.
Epidemic of Uncertainty Questions - Answers -Who is taking care of me?
-Why am I here?
-What is happening to me today?
-When am I going home?
Changing culture and adding tools - Answers -Physician led
-Individual and transparent feedback to physicians on HCAHPS
-Additional bedside surveys for more feedback to physicians
-Collective incentive for Doctor Communication scores
-Face Cards
-Systematic use of whiteboards
-Shadowing physicians and private feedback from clinical psychologists
-Limits on caseloads
Purpose of VBP - Answers incentivize hospitals for the quality of care they provide, not the quantity of
services provided
VBP was implemented to encourage improvement in acute care hospitals in - Answers quality,
efficiency, safety, patient experience
The beginning of VBP - Answers -Started in 2013 as part of ACA
-3,000 hospitals participating
-Applies to medicare reimbursements
4 weighted domains - Answers 1. clinical outcomes
2. person and community engagement
3. safety
4. efficiency and cost reduction
Patient experience falls under which weighted domain - Answers person and community engagement
consistency score - Answers points awarded for performing above the median in all HCAHPS domains
Irwin Press - Answers Patient satisfaction = subjective evaluation of all events and interactions
consciously experienced during care. It is important because it is a component of care as well as an
outcome
The Picker Institute - Answers (8 principles of patient-centered care) patients' report of whether these
happened or not. It is objective(facts) data rather than subjective(feelings).
Agency for Healthcare Research and Quality (AHRQ) - Answers Patient experience encompasses the
range of interactions that patients have with the healthcare system, including their care from health
plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare
facilities. As an integral component of health care quality, patient experience includes several aspects of
health care delivery that patients value highly when they seek and receive care, such as getting timely
appointments, easy access to information, and good communication with healthcare providers.
8 principles of patient-centered care - Answers 1.Respect for patients' values and preferences and
expressed needs
2.Coordination and integration of care
3.Information, communication, and education
4.Physical comfort (including pain management, physical environment)
5.Emotional support and elimination of fear and anxiety
6.Involvement of family and friends
7.Transition and continuity (among providers and treatment settings)
8.Access to care
Patient Experience - Answers Objective (facts)
Patient Satisfaction - Answers Subjective (feelings)
Beryl Institute - Answers -major, independent, nonprofit center to promote the improvement of the
patient experience.
-The sum of all interactions, shaped by an organization's culture, that influence patient perceptions
across the continuum of care.
Society of Hospital Medicine - Answers Everything we say and do that affects our patients' thoughts,
feelings, and well-being
"Golden Rule"/ Steinway Definition - Answers For those that still struggle with definitions or first steps,
or don't have big fiscal budgets, "Treat those that are at their most vulnerable as you'd like to be
, treated, with respect and kindness, and try to get the small stuff right". For everyone else, look to the
above for inspiration, and start investing in Steinways.
Epidemic of Uncertainty Questions - Answers -Who is taking care of me?
-Why am I here?
-What is happening to me today?
-When am I going home?
Changing culture and adding tools - Answers -Physician led
-Individual and transparent feedback to physicians on HCAHPS
-Additional bedside surveys for more feedback to physicians
-Collective incentive for Doctor Communication scores
-Face Cards
-Systematic use of whiteboards
-Shadowing physicians and private feedback from clinical psychologists
-Limits on caseloads
Purpose of VBP - Answers incentivize hospitals for the quality of care they provide, not the quantity of
services provided
VBP was implemented to encourage improvement in acute care hospitals in - Answers quality,
efficiency, safety, patient experience
The beginning of VBP - Answers -Started in 2013 as part of ACA
-3,000 hospitals participating
-Applies to medicare reimbursements
4 weighted domains - Answers 1. clinical outcomes
2. person and community engagement
3. safety
4. efficiency and cost reduction
Patient experience falls under which weighted domain - Answers person and community engagement
consistency score - Answers points awarded for performing above the median in all HCAHPS domains
