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The patient experience: effects of employee engagement on patient satisfaction

Evans, Caroline (2016) The patient experience: effects of employee engagement on patient satisfaction. Master Essay, University of Pittsburgh.

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The purpose of this essay is to describe the importance of patient experience and satisfaction in the healthcare delivery system through observation and analysis of implemented best practices in a hospital case study. There is a correlation between the impact nursing staff and other clinicians have on the patient and the patients’ perception of the healthcare institution and overall experience of receiving healthcare services. In an evolving and dynamic healthcare environment, patient satisfaction has become more important as there is a greater emphasis on consumer accountability and choice. This emphasis is in part due to changes and provisions made by the Affordable Care Act in hopes of remedying overutilization and excessive healthcare spending in the U.S. In this time of healthcare reform, there has been a transition in hospital reimbursement models. The Value-Based Purchasing model emphasizes a transition from volume to value by engaging both patients and medical professionals to make better decisions impacting health. This model adds monetary incentives for clinicians to establish and deliver a coordinated continuum of care while maintaining the patient as the central focus of the healthcare experience. Best practices implemented in a small hospital aim to engage and support its employees to best meet and exceed the needs of the patients within the community it serves. This hospital case study exemplifies the significant impact patient satisfaction has on the organization and delivery of care in the public health sector.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Evans, Carolineche13@pitt.eduCHE13
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairFriede, Samuelfriede@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberCharron-Popchownik, Denisedcpro@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberSimms, Susanseust1@pitt.eduSEUST1UNSPECIFIED
Date: 31 March 2016
Date Type: Submission
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Publisher: University of Pittsburgh
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MHA - Master of Health Administration
Thesis Type: Master Essay
Refereed: Yes
Date Deposited: 07 Sep 2016 16:50
Last Modified: 14 Mar 2021 08:55


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