Patient Experience
An engaged anesthesia team is your leading indicator of patient experience
While safety and optimal outcomes remain the priority for all involved in the surgical experience, patient experience is an essential, complex, and nuanced part of the perioperative process.
These are critical questions that any anesthesia team should be able to answer with a resounding “Yes!”
Did the patient:
- avoid complications?
- wake without nausea and vomiting?
- always feel safe?
- feel heard and respected?
- receive and fully understand all instructions?
- feel informed?
The Voice of the Patient
To achieve our promise of exceptional patient experiences while also meeting the expectations of our facility and surgeon partners, NAPA made an investment years ago in an anesthesia-specific patient experience program. Included in this program is a survey tool that enables us to enhance transparency and communication with our patients while creating benchmarks for every clinician within our organization and every facility that we serve.
Benchmarking benefits our partners in several ways:
- Enhances the experience of every patient
- Builds trust among our surgeon colleagues
- Aligns with facility patient experience surveys that are tied to payor performance incentives
- Strengthens the brand of our partnering facilities
- Supports payor requirements for patient experience scores
Your “A” Rating
If your facility currently receives accolades for patient experience, NAPA can help you maintain it. If an “A” grade is your goal, we can partner with you to achieve it. Anesthesia has a unique role at the bedside—from the presurgical assessment to postoperative care. It is essential that your anesthesia team members are skilled brand ambassadors for your facility’s service experience, focused on delivering consistent and accountable care for every patient who arrives through your door.
Continuous Improvement
Our knowledgeable, skilled clinicians understand that doing right by patients is a continuous journey. We use survey feedback to help our teams objectively determine whether their actions result in positive patient experiences and to help them understand how patients perceive their anesthesia experience. Through monthly Key Performance Indicators (KPIs) sent by text directly to our clinicians, we empower them to self-assess positively to make corrective improvements, so they are always doing better for their patients.
The connection between data and action
In addition to KPIs, we provide ongoing education to our clinicians through training programs, resources, and toolkits. This investment can further improve clinician communication and result in a higher level of patient connection in a short period. Something as simple as sitting down during a patient interview can convey a more welcoming disposition, and we believe such small things matter, too.
