1. Building a patient experience program
Develop a patient experience program to improve your practice and increase satisfaction among patients and caregivers

2. What is patient experience?
Patient experience considers a patient’s end-to-end journey through the continuum of care. Patients and their loved ones can provide valuable input on what a practice is doing effectively and where improvements can be made throughout the patient journey. Successful patient experience efforts are grounded by creating a platform for change, leveraging transparent feedback, and effective training.

3. How can a patient experience program benefit my practice?
Improve patient engagement
Enhance physician-patient relationships
Improve patient outcomes
Help identify areas for improvement
Help recognize and celebrate what you do well
Increase practice reputation and patient loyalty
Improve patient satisfaction scores
Bring joy back to practice

4. Six steps to building a patient experience program
Assess the current state of patient satisfaction
Define your “North Star”
Engage key stakeholders in experience design
Develop and implement your patient experience strategy
Analyze feedback and determine impact
Recognize accomplishments and improve over time

5. What are some patient experience strategies?
Below are ideas for appreciating patient perceptions and improving the patient experience that you can implement in your practice:
Form a Patient and Family Advisory Council (PFAC)
Institute regular leadership “rounding”
Implement service excellence training
Make employee engagement a priority
Teach effective and empathetic communication
Use a patient satisfaction survey

6. Tools/Resources available to your practice
Patient satisfaction survey
Guide to leadership rounding
AIDET service excellence training tool
Tips for guiding a focus group
REDE Model Communication Toolkit
Employee Engagement Survey

7. How is it working at other practices?
New Haven, CT
New York, NY
Steps in Practice Summary = Location Featured Here
Summarize the description of the steps in practice section in a bulleted format
Keep it concise and straight to the point
Think about what information would be helpful to a practice manager that is presenting this information
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8. “
I have learned so many skills that not only will and aid me in teaching this curriculum but also are highly applicable to leadership endeavors and professional interactions. Not only will it improve the patient experience but it also has the potential to really restore a joy in patient care that so many physicians are lacking but desiring. ”
Practicing Physician
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9. For additional resources, frequently asked questions and implementation support, visit stepsforward.org