Improving Patient Experience in the Inpatient Setting: A Case Study of Three Hospitals

Shaller Group Consulting

Across the United States, hospitals are asking patients to report on their experience during their inpatient stay. This information is important as hospitals work toward improving their performance. Using this information, this case study demonstrates that targeted efforts can positively impact patient experience. This case study uses the Plan-Do-Study-Act (PDSA) model as the framework to describe how three hospitals are using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) data and other information in their improvement processes.