Patient Experience & Patient Safety Programs at Baylor Scott & White Health Featured at Press Ganey National Client Conference

Many Baylor Scott & White Health (BSWH) employees traveled to Orlando, Florida this week for the Press Ganey Annual National Client Conference. Jan Compton, RN, BSN, MSHA, CPHQ, Chief Patient Safety Officer at BSWH, presented on the Impact of a Patient Safety Culture on the Patient Experience.

BSWH measures patient satisfaction and patient safety culture across all of its hospitals to identify opportunities for improvement. This presentation featured an overview of the patient safety program at BSWH and the survey tool that it uses to measure a culture of safety. The patient experience program at BSWH was also highlighted in this presentation along with the patient satisfaction survey. The comparative data from these surveys was then presented.

The findings indicated that the relationship between safety culture and patient satisfaction must be investigated by facility; not at a health care system level. Specifically the data showed that resources and reporting/feedback domains of the patient safety survey had the strongest correlation with patient satisfaction outcomes based on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores by unit. To view the presentation slides, click here.

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Many health care organizations know they need to improve patient safety, however most lack an understanding of the steps required to develop and implement an effective patient safety program. BSWH has successfully created a strong culture of patient safety and Ms. Compton has written a book, Achieving Safe Health Care, providing a detailed overview of the BSWH approach to the delivery of safe care. This book presents real-life examples, practical approaches, and tools for improving patient safety. Achieving Safe Health Care is expected to be published in December 2015.

Please click here to learn more about the patient safety program and click here for more information on the patient experience at BSWH.