Discuss the need to improve the patient-family experience. Is having the family more involved merely “pushing the needed care required to treat the illness off” on the family so that hospitals can operate with fewer staff? Alternatively, is more patient-family involvement better overall for the patient and health care system at large?
Discuss 3-5 key metrics that the hospital should implement to measure the customer experience in addition to the HCAPH survey results. This discussion should include a complete and detailed description of what is measured and why (justification for the metric). How would you go about data collecting to monitor KPI attainment?
What would be some simple steps taken to implement a more patient-family centric program in a hospital?
