Navigating the Complex Landscape of Patient Experience Data in Healthcare (Full Transcript)

Speaker 1: If you're asking a question about where to start, you've already got stuff. And so part of the challenge will be finding out what you have and organizing it so that you can move it into action. There are several challenges as people look to understand patient experience data. First of all, it's a diverse and wide-ranging set of things that you could look and track. There are government-mandated measures here in the U.S. and in other countries. There are surveys around experience. There are vendors that many healthcare organizations contract with to do surveys of patient experience. Increasingly, there's effort to look at patient-reported outcomes, so outcomes around specific disease conditions as well as general health. That's all coming. In the U.S., CMS, our Medicare system, is increasingly moving towards demanding information measurement on outcomes that only patients can report. So in addition to the experience data that has been here in the U.S. for going on almost 10 years since the original testing, how are patients experiencing their healthcare? There will be increasing information flows around patient outcomes of pain, function, quality of life. So that's just the numerical information. And then there's all the observational data, the complaints that may be coming in, actual observations on the part of staff and executives and patient family councils who may be participating. That's certainly an opportunity to get the voice of the patient. And then whatever other events there are in terms of asking patients about their experience, inviting patients in to design improved care systems. So the range of patient experience data is only growing.