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Delivering positive patient experiences

Delivering positive patient experiences

Studies show that positive patient experience is one of the most important things a healthcare provider can deliver. But with competing priorities such as budget constraints, rising costs and increasing demand, patient experience can fall by the wayside.

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Clear benefits

Tackling this complexity takes focus and discipline – but the evidence shows that this effort pays dividends for both patients and health care providers.

Patients:

  • feel respected and treated as an individual
  • receive care tailored to their values and
  • are more likely to follow treatments which ultimately leads to improved health outcomes.
Delivering positive patient experiences – Patient benefits

Providers can:

  • better match services to patient needs, 
  • reduce the length of stay, 
  • improve staff engagement and
  • find more opportunities to discover hidden health issues.

What could extraordinary look like?

By designing services, the future could see extraordinary patient experiences with:

  • patients having a stronger voice and input into all areas of decision making and
  • patients providing timely feedback throughout their care that powers the continuous improvement of services and
  • positive patient experience is seen as everyone’s business.
Delivering positive patient experiences – Extraordinary future

How do we get there?

Shaping services around patient experiences is the future but it’s different from how we work today.

It requires organisations to think about their culture, technology and governance choices and will require:

  • An engaged leadership
  • The involvement of patients and families at multiple levels
  • Information technology to enable change
  • Clear communication of a strategic vision
  • Skilled workforce within a supportive work environment and
  • The use of patient reported measures to improve care.
Delivering positive patient experiences – Road map

© 2020 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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