COVER STORY
PATIENT EXPERIENCE:
The Ultimate Measure of Care by: Leo Silva
C
linical outcomes, patient satisfaction, patient engagement……All these are summed up in the phrase PATIENT EXPERIENCE.
Patient Experience is a global revolutionary idea for health care. Beryl Institute, one of its lead advocate, has defined Patient Experience as, “The sum of all interactions, shaped by an organization’s culture, which influence patient perceptions, across the continuum of care.” It is going back to the basics of caring for people. The working principle goes around the three crucial values: Compassion, Courtesy and Respect, and Seamless Communication. This goes beyond administrative protocols. 4
THE PULSE | August 2018