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More evidence: great experience is a marker of safe, quality, cost-effective care

December 3, 2010

The work done by Dr Bridget Duffy at Cleveland Clinic is rightly recognised as being incredibly effective in using patient experience to drive up all aspects of care quality.
I recently had the priviledge of speaking at a meeting with her and sharing ideas and notes on progress in the US and the UK.
The good news for all those pioneering the patient-centric approach to quality in UK organisations is that there is a wealth of evidence from the US that improving patient experience delivers:
Better clinical outcomes
Improved patient safety
Greater staff satisfaction
Better financial performance

The last of these is worth highlighting and thinking twice about. Those organisations that deliver the best patient experience deliver the best financial performance. During a time of severe financial pressure this is evidence that no hospital board can ignore. Improved patient experience does not cost money, it saves money.

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