What does the patient experience mean to you? - Second place submission

Time & Date

Monday, March 6, 2023

We asked our employees, what does the patient experience mean to you? Numerous essays were submitted, all displaying incredible insight and inspiration. Read below the submission that was awarded second place in our essay contest. 

Patient Experience for UT Health is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.  As a former Patient Experience Champion, I believe this to be true.

The sum of all interactions refers to everyone in the organization that may have a hand in a patient’s care.  This can be the person who first greets the patient (which is arguably the most important person), whether on the phone or in person, to the Medical Assistant that rooms the patient, to the provider that takes treats the patient, and the employees at checkout who may be the last person the patient sees that day. This also includes those that get benefits and details from insurances so that the patient knows what they can expect financially at the time of their visits.

How a patient is treated in a clinic is a direct reflection of the organization’s culture.  When the culture of an organization is centered around taking care of not only patients, but their family’s needs as well, the patient is able to get better care that focuses on their individual needs that meet their wellness goals.

Having a great organizational culture will also attract employees with stellar talent who fit well with the culture and are happy where they work.  When employees are happy, patients are happy. When patients are happy, they have a brighter outlook in their own care and feel that they matter as a person and as a patient. They are more optimistic about their care and more likely to follow the instructions that they have been given, thus preventing them from getting worse.

I strongly believe that patients should be treated by everyone associated with their care they way that those people would want to be treated.  Put yourself in their shoes.  Would you want to know how much your procedure would cost? Would you want to know the next step in your care so that you can heal quickly? Would you want to feel as though you are the only patient there? Absolutely!

Patients who have a good experience in every aspect of their care are more likely to return to the organization, tell their friends and family about the great experience they had, and most importantly, get better quicker!