Dear Colleagues and Friends,
I hope this message finds you safe and well. As Patient Experience professionals, these last few months have been tremendously difficult. We have gone through extraordinary measures while navigating ever changing guidance to keep our patients, staff, ourselves and our families safe.
To decrease the spread of COVID, we have found and continue to find it difficult to keep our patients and teammates engaged as we isolate for their safety. Our efforts to enhance patient and family communication, partnership, and to provide for exemplary patient/family experiences, unfortunately, may have taken a back seat.
We found ways to decrease entry into patients’ rooms to conserve PPE by keeping IV pumps outside of the room and by limiting staff that would enter and engage. We stopped visitation. We made heroic attempts to keep families informed and encouraged Facetime, Zoom, and Skype interactions. We welcomed visitors to stop by windows and peer in as they tried to read lips and show signs and messages to loved ones as a way of communicating and connecting.
As we emerge from the pains of this pandemic and re-write our new normal in delivering care, let us not forget our fundamental purpose to include our patients and families in the attentiveness they want and need. Let us keep Patient Experience initiatives at the forefront. Let us do our best work. PX Academy is pleased to offer you the PX Quotient to assess your readiness to deliver great patient experiences.
The PX Quotient (PXQ) assessment is used to benchmark your competencies. This researched-based tool has a validity quotient of +.80 suggesting a strong, positive relationship between the test and the PX behaviors measured.
