The Beryl Institute provides us with a definition of the patient experience. At the DHIP, as part of Duke Medicine, we “Care for Our Patients, Their Loved Ones and Each Other.” This is more than a patient being “satisfied”. It suggests that in order for a patient to have a positive experience at all points of an encounter, there must be a surrounding culture that embodies that level of care. This includes how we behave towards our patients, how we behave towards each other, and how strategic we are in continuous improvement.
The tools and resources provided on this website, as well as our programs and services, are designed to provide ideas and support in developing strong action plans that inspire our employees and provide the best experience for our patients.
The resources on this site include ideas from Duke staff, activities from Baptist Leadership Consultants, and from Press Ganey, Inc. A key step to success in any kind of change is to involve and inspire staff. Many of these resources are activities designed to involve staff in some meaningful way. Other resources assist with a more broad approach to improving the patient experience. All are designed to be part of a larger action plan that the Office of Patient Experience is happy to help develop.
