When purpose works...
Patient experience improves
At Aurora, we define patient experience as the combined impact of excellent clinical quality and personalized service. Our commitment to improving the patient experience continued in 2011 with enhanced leadership training, additional service courses for all caregivers and new measurement approaches.
As always, we set aggressive goals for ourselves and are not satisfied with mediocre results. Our 2011 patient surveys proved that our efforts are working. We saw a 38 percent improvement in our overall patient satisfaction scores (HCAHPS data) and a continued upward trend that shows 97 percent improvement over the past three years.
Following are just a few stories that illustrate how we are improving the patient experience.