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HAP Works with Pennsylvania Hospitals to Improve Patient Satisfaction

Hospitals are comprehensive sources of care that not only strive to keep people healthy and provide safe, quality care when needed; but to also make all aspects of the patient care experience positive.

Pennsylvania hospitals are working to develop partnerships with their patients, guiding them through the health care delivery process and helping them be active participants in their care. This relationship can deliver better health and greater satisfaction.

HAP and its member hospital and health systems are engaged in initiatives to improve the patient experience, including:

Patient- and Family-Centered Care

HAP and its member hospitals and health systems are working to achieve improved care outcomes and greater patient satisfaction by implementing patient- and family-centered care. This transformational model of care is organized around the patient and includes:

  • Personalized care
  • Full collaboration and partnership between all members of the health care team, including the patient and family
  • A commitment to patient safety and the highest possible quality of health care delivery

As part of this effort, HAP has established the nation’s first statewide Patient and Family Engagement Advisory Council comprised of caregivers, patients, their families, and community members to serve as a guide and resource to assist hospitals with improving patient outcomes and patient satisfaction by the use of patient- and family-centered care principles.

Health Literacy

HAP and its member hospitals and health systems are working to encourage individuals to be more actively engaged in their health care by conducting community education programs to educate them to listen to their provider, make sure they understand what the provider is saying, and ask questions as needed. HAP has available tools to help its members conduct this health literacy community education.

Have a Best Practice to Share?

If your hospital or health system has a best practice story to share about improving the patient experience, please contact Janette Bisbee, education/project manager.



AHRQ Patient/Family Engagement Resources (new)
Free resources from AHRQ to help you and your patients get the most out of your time together

AHRQ Guide to Patient and Family Engagement in Hospital Quality and Safety (new)
This guide is a tested, evidence-based resource to help hospitals work as partners with patients and families to improve quality and safety

AHRQ CAHPS Improvement Guide (new)
A comprehensive resource for health plans, medical groups, and other providers seeking to improve their performance in the domains of quality measured by CAHPS surveys

AHRQ Patient and Family Engagement Module of the CUSP Toolkit (new)
These resources focus on making sure patients and their family members understand what is happening during the patient's hospital stay, are active participants in the patient's care, and are prepared for discharge.

TeamSTEPPS® Enhancing Safety for Patients with Limited English Proficiency Module (new)
This evidence-based module will provide insight into the core concepts of teamwork as they are applied to your work with patients who have difficulty communicating in English. Comprehensive curricula and instructional guides include short case studies and videos illustrating teamwork opportunities and successes.

Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals
This Joint Commission resource seeks to inspire hospitals to integrate concepts from the fields of communication, cultural competence, and patient- and family-centered care into their organizations

A Leadership Resource for Patient and Family Engagement Strategies
This resource gives hospital and health system leaders concrete, practical steps grounded on evidence-based research to improve patient and family engagement in their organizations

Advancing the Practice of Patient and Family Centered Care
Developed by the American Hospital Association and the Institute for Family-Centered Care, this toolkit provides an introduction to the concepts of patient- and family-centered care

Diversity and Disparities, A Benchmark Study of U.S. Hospitals in 2013
Findings from a national survey of hospitals to determine the actions that hospitals are taking to reduce health care disparities and promote diversity in leadership and governance

Quality Field Notes: Improving Equity in Health Care
Robert Wood Johnson Foundation resources for reducing disparities to improve the quality of care for racial and ethnic minorities

Engaging the Community to Eliminate Disparities in Health and Health Care
Article on how nonprofit hospitals can foster health equity and meet community benefit requirements by providing culturally and linguistically appropriate services


AHRQ “Questions Are the Answer” Waiting Room Video (new)
This video features patients and clinicians discussing the importance of asking questions at medical visits

AHRQ Other “Questions Are the Answer” Patient/Clinician Videos (new)
In these short videos, patients talk about how simple questions can help you take better care of yourself, feel better, and get the right care at the right time. Doctors and nurses talk about how your questions help them take better care of you and give advice on how you can be an active member of your health care team and get your questions answered.

AHRQ Patient Safety YouTube Channel
Features videos of evidence-based training programs used by U.S. hospitals to improve care quality through effective communications and teamwork

The Beryl Institute
The Beryl Institute encourages the use of its “I am the Patient Experience” video to further the dialogue on the patient experience. Additional videos that continue this theme are available.

Reducing Disparities of Care (Video)
Equity of care is an organizational priority at Massachusetts General Hospital. The hospital was honored with the inaugural AHA Equity of Care Award. In this video, Joseph Betancourt, MD, describes how the hospital utilizes data to improve care for all populations.

Patient Stories Video
This Patient’s Perspective Series of Safety in Care video from the Safe Care Campaign and Georgia Hospital Association shows that patients and their families want to be heard in the care setting and that they have valuable information to give.

I Will Make the Difference Video
This Patient’s Perspective Series of Safety in Care video from the Safe Care Campaign and Georgia Hospital Association enforces the message that patients may be unsure and scared during their hospital stay; proper communication and teamwork can alleviate these fears.

Enhancing Physician Patient Communication Video
Effective two-way communication helps to build successful relationships between the provider and patient while reducing the incidence of misunderstandings and errors. View this video for techniques which PinnacleHealth physicians utilize to build trusting relationships with their patients and avoid negative outcomes.


AHRQ: Question Builder (new)
Online tool for you to build your questions related to your medical visit and print out and take with you during your medical appointment

AHRQ: How to Create a Pill Card (new)
This guide helps users create an easy-to-use “pill card” for patients, parents, or anyone who has a hard time keeping track of their medicines

A Family Caregiver’s Guide to Care Coordination
A guide to help family caregivers understand care coordination, the differences between care coordination by a family member and a professional care coordinator, and how to work together with professional care coordinators

Caregiver Action Network
Provides information and resources to make sure that both caregivers and their care recipient are living the best lives possible


The Institute for Patient and Family Centered Care
Provides information and resources that advance the understanding and practice of patient- and family-centered care

Engaging Patients
Provides information and best practices that recognize the important role that communications play in improving the patient experience, the quality of care, and ultimately creating better outcomes

Cleveland Clinic
The Cleveland Clinic has observed a meaningful 10 percent improvement in patient ratings across all survey measures based on nationally published HCAHPS scores since 2010:

  • Office of Patient Experience provides resources and data; identifies, supports, and publishes sustainable best practices; and collaborates with a variety of departments to ensure the consistent delivery of patient-centered care
  • The Association for Patient ExperienceResources from the Association for Patient Experience for improving the patient experience

Mayo Clinic Patient Experience Design
Article provides a case study about how the Mayo Clinic expresses organizational culture throughphysical spaces

Mayo Clinic Shared Decision-Making Resource Center
Advances patient-centered medical care by promoting shared-decision making through the development, implementation, and assessment of patient decision aids and shared decision-making techniques

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