AHA/HRET Guides

Improving the Patient Experience Through the Health Care Physical Environment

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This HPOE guide, a collaboration with the American Society for Healthcare Engineering, explores ways hospital and health system leaders can use the physical environment to improve the patient experience. The guide describes a "people, process, place" model that will help hospital and health system leaders identify people-centered ways to improve the patient experience of care through:

  • establishing a culture of caring;
  • implementing process improvements, such as processes that support patients and staff; and
  • making improvements to the place of care, including the hospital physical environment, technology and furniture.

By working with this model, hospitals and health systems can take a more holistic approach to improving the patient experience.

 The guide includes case studies; a hospital leader checklist; a template for using the people, process and place model; a detailed table outlining eight domains of care measured by the HCAHPS survey with observed relationships to the physical environment; and additional resources list. 

Additional Resources

AHA/HRET Guides July 21st, 2017

Coming Soon! In collaboration with the Robert Wood Johnson Foundation, the Health Research & Educ......

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HANYS case studies July 17th, 2017

Maimonides Medical Center implemented four evidence-based practices using the Plan, Do, Study, Ac......

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HANYS case studies July 17th, 2017

The disease management process at Bassett Medical Center was positively impacted after the hospit......

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