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Patient Care Experience Improvements: Delivering What’s Important to Patients

Acute Care June 15, 2019

Beryl Institute study of 2,000 consumers uncovered some insight into the importance patients put on their patient care experience. A staggering nine out of ten respondents said their patient experience is somewhat or very important to them, but why? They believe that a good experience contributes to their healing and health outcomes.


The study also uncovered some critical patient “wants” that hospitals looking to impact HCAHPS scores would do well to note.

Patients are looking for:

  • Clear, easy-to-understand communication about healthcare.
  • Clinicians who take patient pain seriously.
  • A clean, comfortable, quiet room environment.
  • The ability to ask questions and clarify their care plan.
  • An easy way to access test results and personal medical information.
  • A discharge plan that clearly explains a treatment plan.
  • Electronic access to medication information.

These consumer insights are invaluable for a couple of reasons. Until now, hospitals have viewed the patient experience from their lens, without having a clear definition of patient experience, says Institute for Health Improvement Senior Faculty Barbara Balik, RN, Ed.D. She suggests that, to get a true understanding of the patient experience and how to improve it, providers “consider what matters to patients, paying particular attention to the emotional component of their healthcare experience.”


Poor patient satisfaction in the hospital can have significant ramifications. Whether they are positive or negative, they go far beyond that one individual. The Beryl study found that 72 percent of consumers rely heavily on the recommendations of family and friends in making their own healthcare decisions. Deliver a good experience, and you can count on nearly three-fourths of those patients to continue to use your hospital and to tell others about you, the study found. Deliver a subpar patient experience, and that same percentage will spread the word to others and degrade patient satisfaction.

Improving patient experience requires a multi-faceted commitment – people, processes, priorities, and tools all contribute. Technology is one of those tools. It is a proven key contributor to addressing the things that patients define as most important in their stay.


Interactive patient engagement solutions like Sentrics’ E3 Patient Engagement Solutions make it easy for a patient to understand their condition, their care, and their discharge plan. E3 lets the patient be in control of his or her room environment – temperature, lighting, housekeeping, ambient noise control, meal orders all at their fingertips, ensuring the patient room is clean, comfortable and quiet.

Without leaving the bed, the patient and family can view test results and personal health information, read up on medications, view educational videos on their condition and care. They can also go through their discharge plan and checklist on the TV, bedside monitor or tablet.

Putting all that information directly in their hands addresses the things that patients say are most important to creating a better experience. It frees up nurses to have more time at the bedside to answer questions and provide personal communication that is important to patients.

If you are looking to improve the patient experience and patient satisfaction in your hospital, Sentrics is ready to partner with you. Our interactive technology is helping hospitals across the country significantly bend the curve toward a better patient experience. Contact us to learn more!