Press Ganey’s 2014 Strategic Insights report, “Reducing Suffering: The Path to Patient-Centered Care,” includes three levels of analytics that providers can use to improve patient care and increase engagement. According to the report, providers can no longer just focus on treating patients’ illnesses; instead, they should address patient suffering, which involves treating the physical side of illness as well as mental ones, such as fear, anxiety, confusion and frustration.
Organizations should focus on the following three areas:
- System-based analysis to identify weaknesses and variations in care that lead to a less reliable experience.
- Individual physician performance to identify those physicians who have trouble “retaining patients and obtaining patient loyalty.” The report advises organizations to build mentoring programs, establish behavior-changing compensation plans and create team-oriented, patient-centric delivery systems to support these physicians.
- Employee and physician engagement to include nurses in the process, in addition to physicians.The report also asks providers to follow a five-step process: assessment, diagnosis, planning, implementation and evaluation to review with patients, families and colleagues.
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