Anna Kay Dykes, Judith Morton

Implementing Patient Experience Strategies In 2011, in response to escalating external focus and board-level concern on patient satisfaction performance, Providence Health & Services adopted a system-wide, standardized approach to improving the patient experience. Strategies included clear success metrics that support achievement; focus on the critical few interventions; a facilitated ?expert-to-expert collaboration? approach; coaching; and established tools to support improvement. This approach was deployed over a two-year period resulting in statistically significant improvement in both the Overall Rating of Care and the Likelihood to Recommend in both the inpatient and emergency department settings. Emergency Department, Inpatient