Achieving an Exceptional Patient and Family Experience
This IHI paper is on the patient-family experience of in-hospital care in the US. It outlines the results of an in-depth review of the research, examination of exemplar organizations, and interviews with field experts. The aim was to identify primary and secondary drivers of exceptional patient and family inpatient hospital experience. IHI conducted an in-depth review of the research, studied exemplar organizations, and interviewed experts in the field. The aim was to identify the primary and secondary drivers of exceptional patient and family inpatient hospital experience (defined as care that is patient centered, safe, effective, timely, efficient, and equitable), as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey’s “willingness to recommend” the hospital.
The project identified five primary drivers of exceptional patient and family inpatient hospital experience of care: leadership; staff hearts and minds; respectful partnership; reliable care; and evidence-based care.
Policy issue(s):
Patient-Centered HealthcareAuthor(s):
Barbara BalikCategory:
External resourceEvent(s):
Hot Talks on Health
