In 2016, Hospitals in Pursuit of Excellence published a new guide to help hospitals improve patient experience by using a framework that considers people, process, and place. This framework helps identify the many variables that can improve patient experiences and HCAHPS scores. This panel discussion will highlight this framework and explore case studies highlighting ways hospitals are using the physical environment to create better patient experiences.

Learning Objectives:

Describe the importance of the people, process, place framework in relation to patient experiences.
Discuss case studies that illustrate these concepts in action.
Explore the relationship between patient experiences and the health care physical environment.
Identify strategies, tools, and resources to implement the people, process, place framework.

Edmund Lydon MHA, SASHE, CHFM

Director of Support Services, Beverly Hospital – A member of Lahey Health

Appearances