How to measure Patient Experience?
The "voice of customer" is a part of Data Intelligence and Survey Department aims to capture the requirements/feedback from customers and community using many approaches to collect the required data from the customers to identify the gap between what do they need comparing with what do they get. This includes close examination of gathered data from different channels of customer feedback such as surveys, complaints system, rounding, focus group, interviews, councils and patients stories.
In patient Experience, we are using Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys ask consumers and patients to report on and evaluate their experiences with health care. These surveys cover topics that are important to consumers and focus on aspects of quality that consumers are best qualified to assess, such as the communication skills of providers and ease of access to health care services. CAHPS is most widely used surveys for assessing patient experience of care internationally to be benchmarked and standardized.