Patient Experience

Caring for Members

Banner – University Health Plans (B – UHP) considers our contracted providers as partners in caring for our members. As healthcare reform becomes a reality, it is a critical time for health plans and providers to align their efforts in providing care for members and patients with special needs.

Why is Patient Experience Important?

Most of us have high expectations for service and experience across industries, and healthcare consumers are no different. Our patients are the reason we exist and every interaction we have matters. Each of us is responsible for providing a great care experience, whether you are providing care at the bedside or supporting those who do. Ultimately, you are the patient experience. Everything you do impacts patients’ perceptions of the care they receive and whether they will choose B – UHP providers to care for them, or their family and friends, in the future.

Resources for the Patient Experience

Consumer Assessment of Healthcare Providers and Systems (CAHPS)

  • The CAHPS Tip Sheet lists some key CAHPS survey questions along with tips to assure patients have a positive experience.

CAHPS Tip Sheet

Delay Rounding

  • Keeping the patient informed about wait time is more important than the actual length of the wait itself. The processes and key phrases within the Delay Rounding Tip Sheet are intended to help improve the aspect of the patient experience in your practice.

Delay Rounding Tip Sheet

Health Outcomes Survey (HOS)

  • Providers can significantly impact how patients assess their health care experience in response to HOS questions. Within the HOS Tip Sheet are tips to ensure patients feel well supported in the areas included in the HOS.

HOS Tip Sheet