Patient Experience

Nurses are recognized for their major role in driving and influencing patient experience across the care continuum. We are in a unique position to understand individual needs in order to partner with those we care for. We also understand that the way patients experience their care can have a direct bearing on their wellbeing and how they heal.

To truly transform the care experience for patients and consumers, nurses and their teams must be at the heart of transformation. To support them, the CommonSpirit Health Patient Experience team has developed patient centric tools and evidence-based practices which have been implemented and hardwired as part of our journey to become a system widely known for outstanding nursing care.

In addition to the health benefits of positive experiences, how patients perceive their care can be a differentiator and growth driver for our system. It is paramount to understand the patient’s experience across the full care continuum, which is why national goals for patient experience will be established in all care areas. This is part of

Camille Haycock

MS, APN, NEA-BC, System SVP, Patient Experience

our commitment to deliver on the promise of humankindness; every patient, every time. To help us understand patient experience in individual hospital units, clinics, virtual visits and other continuum sites, we have developed a “single source of truth” with dynamic and real time analytics. Clinicians across CommonSpirit Health have continually evaluated and improved their patients’ experience based on these data elements and outcomes. The result has been 3 years of annual improvement in our patient experience scores. Our partners at Press Ganey have shared with us that patient experience scores have declined across the country and in almost every system over the past 2 years. This has been attributed to the challenges of COVID-19 including surges, burnout, and visitation restrictions. However, CommonSpirit facilities have maintained our patient experience percentile ranks in almost every care site. We believe this is due to our nurses and other caregivers who have continued to focus on supporting and caring for