In contrast, today’s approaches to healthcare, including those driven by recent healthcare reform, are more balanced. One example is the Institute for Healthcare Improvement’s “Triple Aim.” Along with reducing (or at least controlling) per capita cost of care, IHI includes improving the health of the population and, importantly, enhancing the patient experience of care as its Triple Aim objectives.

What role can providers play in enhancing the patient experience? As the largest hospitalist group in the region, we at Central Florida Inpatient Medicine (CFIM) made improving the patient experience one of our strategic goals. Our Patient Advocate Program is a prime example of putting that goal into practice. The team of nurses serving as Patient Advocates meets with patients and families at the bedside to address their needs. 

Caring for a patient in the hospital requires the bringing together of many “moving parts” and teams of people. Patient Advocates provide support and guidance to ensure that the patient experience is smooth, and that patients and their families can navigate all aspects of their care seamlessly. 

One of the important functions of a Patient Advocate is to provide a general orientation for the hospital stay; furnishing details of standard hospital protocols, schedules, and the particulars of each patient’s healthcare team. They guide patients and families with valuable information about available hospital services, community programs and area amenities (such as where to eat, where to stay, where to park, etc.). In essence they serve as a resource and point of contact for general information and communication with our practice.

Often, patients don’t understand the role of the hospitalist. Patient Advocates help demystify the role of the hospitalist and how his or her participation contributes to excellent patient care.  They also work with patients and families on writing down questions and concerns as they come up throughout the day so that they can be addressed by the healthcare team in a timely manner. In addition, they facilitate communication between the many members of the healthcare team and the patient and family. 

Finally, because improving the patient experience is a principal aim of the program, the Patient Advocates communicate with patients every day to ensure their entire practice is attuned to patient satisfaction and improving patient care. They ask patients, “Did our doctors treat you politely and considerately, pay attention to what you had to say, and describe your condition and treatment plan clearly?” They then share feedback with the healthcare team to ensure continuous improvement in patient satisfaction and quality of care. The data gathered by the Patient Advocate team is also quantified to identify trend, to examine opportunities for process and communication improvements, and to create patient experience improvement initiatives.  Most importantly, Patient Advocates set the expectation with patients and families that we are dedicated to meeting their needs and addressing their concerns. 

We find that the physician patient relationship holds a formidable influence on patient and family satisfaction with their healthcare experience at the hospital. Improving the patient experience is as vital a goal as improving clinical outcomes. By embracing a patient- and family-centered care attitude, the clinical and administrative staff has achieved improved health outcomes and higher levels of patient satisfaction.  You will hear patients often say that this philosophy of responsiveness eases their concerns and contributes to a more seamless and improved patient experience at the hospital and gains patients’ trust, gratitude and loyalty. 

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