Abstract
The patient experience is the sum of all interactions inspired by the culture of person- centered care that span the entire continuum of care, aimed at surpassing the needs and expectations of the user to generate outcomes of value.
We then strengthen the process of Person-Centered Care; the purpose is to empower individuals to humanize the care experience for everyone, what we call building culture, and we also aim for the third goal, to improve the patient experience, including quality, compassion, and collaboration. Our objectives are:
- Develop the strategy for anticipatory and continuous management of educational, emotional, spiritual, comfort, and support needs at every point of contact.
- Systematically evaluate and measure the relationship model with patients/families.
Since 2016, the experience department has been built, where we work to ensure that the experience of our patients and families is personalized, seamless, simple, comprehensive, empathetic, where we create empowered and active patients. There are 97 people in the service sub-direction, of which 53 are part of the experience department.
We have built different methods to ensure a high-value service: In-depth interviews Focus groups.
First contact and daily visits in different services by experience allies.
Construction of patient participation spaces, such as; (Patient and Family Advisory Committee - Hospital Ethics Committee, person-centered care committee, PQRSF).
NPS (Net Promoter Score): 2022: 82%
2023: 84%
GLOBAL SATISFACTION: 2022: 96%
2023: 96%
Complaints affecting rights 2022: 0.10%
2023: 0.10%
Patients who perceive that we promote family participation during care 2022: 86.80%
2023: 89.90%
Patients consider that the information is confidential 2022: 98.10%
2023: 99.40%
Requirements resolved during the first contact (FCR) within the first 24 hours 2022: 85%
2023: 89.50%
Certifications:
National accreditation, without gaps, and with recognition of strengths. IAMMI
Planetree – GOLD with DISTINCTION Adult ICU with HUCI.
The personalization of the experience is the set of strategies and actions that have allowed us to ensure a high-value service; starting from the identification of our own needs and expectations, we have achieved humanization in every interaction or point of contact. We recognize when our patients have a good experience; their commitment to treatment increases, and there is an improvement in results, so our alignment with patient safety is constant. All of the above is evidenced by our constant improvement in indicators.
