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Improving Ambulatory Patient Experience at UPMC Children’s Hospital of Pittsburgh: More Than “Just the Right Thing”

Gold, Nathan (2022) Improving Ambulatory Patient Experience at UPMC Children’s Hospital of Pittsburgh: More Than “Just the Right Thing”. Master Essay, University of Pittsburgh.

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Since the turn of the century, interest has been growing in understanding and improving the patient experience primarily in inpatient settings. With over a decade of results as a knowledge base, the industry is ready to increase it focus in ambulatory settings. Using UPMC Children’s Hospital of Pittsburgh (CHP) as a case study, this essay illustrates how patient experience can be improved in this setting. CHP’s efforts to improve patient experience have show a correlation with improved inpatient patient experience scores and reduced inpatient readmissions.
Improving ambulatory patient experience is of public health importance, because it leads to increased quality and access for patients. Further, it connects the needs of the public to healthcare providers in a way that is not always seen due to the unique aspects of the industry. This has positive outcomes such as improving patient adherence to medical advice and reduced medical malpractice risks. Further, by understanding how to improve patient experience, organizations can strategically utilize patient experience data to improve.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairBroom, Kevinkevinbroom@pitt.edukevinbroomUNSPECIFIED
Committee MemberSrinivasan, Dhinudhinus@pitt.edudhinusUNSPECIFIED
Committee MemberPeters, Michellemichelle.peters@chp.eduUNSPECIFIEDUNSPECIFIED
Date: 16 May 2022
Date Type: Completion
Number of Pages: 33
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: 16 May 2022 13:34
Last Modified: 16 May 2022 13:34


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