CHAMPS' Toya Gorley Discusses Beyond CAHPS: Measuring the Complete Patient Experience

In CHAMPS Patient Experience's most recent blog post, Beyond CAHPS: Measuring the Complete Patient Experience, Toya Gorley shares her thoughts on the topic.

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Toya Gorley, Director of Client Services, CHAMPS Patient Experience

Cleveland, OH (PRWEB) August 11, 2014

In CHAMPS Patient Experience's most recent blog post, Beyond CAHPS: Measuring the Complete Patient Experience, Toya Gorley shares her thoughts on the topic.

Gorley found Wendy Leebov’s recent article, CAHPS Scores Rise While Patients Suffer!, extremely insightful when looking at measuring the complete patient experience. Her heart goes out to Wendy’s sister and the many patients like her who respond positively to CAHPS surveys even though, given their situation, they may feel isolated, alone and misunderstood.

While CAHPS plays a significant role in the patient experience movement, it’s exciting to see leaders such as Language of Caring and Press Ganey exploring metrics beyond CAHPS, explains Gorley. These metrics look at the complete patient experience by gauging the extent in which patients feel empathy and connection from providers as well as the provider’s desire (and ability) to address and reduce suffering.

The team at CHAMPS Patient Experience investigates the measurement of culture and the complete patient experience by asking the following questions:

  • How do you describe a culture that leads to an optimal patient experience?
  • How do you know if this culture exists in your organization?
  • How do you track and measure this culture?

At CHAMPS, we believe these measurements complement CAHPS and provide healthcare leaders with a more complete view of the patient experience.

Gorley is looking forward to participating in and contributing to this very important conversation about measuring the complete patient experience. Gorley closes her blog by asking readers if they believe CAHPS provides a complete view of the patient experience.

Learn more about CHAMPS' approach to creating an optimal patient experience.

To learn more about the CHAMPS Patient Experience blog, PX Perspective, visit http://www.pxperspective.com.

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In partnership with Santalucia Group, CHAMPS Patient Experience offers a variety of services to enhance the patient experience. Led by Carol Santalucia, a recognized leader in patient experience with more than 30 years of expertise, CHAMPS offers outcomes-based services designed to create an optimal patient experience. We believe providing an optimal patient experience not only makes sense intuitively but also leads to improved healthcare outcomes, increased patient loyalty and an enhanced financial position for our clients. To learn more about us and our services, visit http://www.champspatientexperience.com.