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Resource Library
Operations
Whitfield Regional Hospital Patient Experience Toolkit
Ashley Coplin
Director of Patient Experience at Whitefield Regional Hospital
Medicus Integra Criteria
OPR: Patient Experience Measurement
The toolkit is a guided journey of patient experience: how it’s defined (using The Beryl Institute’s definition), the patient’s journey and touchpoints, employee impact on patient experience, training tools, and patient experience surveys like HCAHPS and OAS CAHPS. It also indicates how patient feedback is received and disseminated throughout hospital departments. Service recovery is outlined, as well as the expectations of the employee when there is an issue.
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