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Page 609 – Stanford Medicine X

Shaping Health care Workforce Confidence to Enhance Patients’ Experiences: The quantitative impact of caregiver confidence on the patient experience of care

Katie Owens katie.owens@healthstream.com


Confidence plays a vital role in every aspect of life. But, does confidence equip caregivers to deliver better patient experiences? Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success, and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trusting relationships, empowerment, and resiliency to persevere when challenges arise. In this presentation, Katie will share findings from her study examining the role of workforce confidence in relation to patient experience performance. Imagine every time a health care employee finished a patient encounter, we asked them to rate how well they think they did as a provider. Then, we asked each patient to rate how well they believe their caregiver performed as a provider. Our study explored caregiver and patient perceptions of their experiences on the largest scale we are aware of – across 41 hospitals and over 10,000 team members. We compared responses to the Patient-Centered Excellence Survey (PCES) from 41 United States hospitals, measuring workforce confidence in the patient experience provided, to patient’s ratings of their experience through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. We found that higher workforce confidence in the patient experience provided is related to higher patient ratings of their experience while lower workforce confidence is linked with lower patient ratings. Hospitals in the top 25% with workforce perceptions score 11.7% higher with HCAHPS Overall Rating than hospitals in the bottom 25%. Of the 10,945 workforce respondents to the PCES Overall Rating item, 24.2% rated their organization top box (9 or 10) versus 64.7% of patients rating top box. Senior leaders reported the highest degree of confidence in the patient experience, while staff and providers reported the lowest. Consequently, confidence is an important characteristic of the health care workforce. Building mastery of patient experience competencies holds promise to further elevate patient’s perceptions of their care. Gaps in confidence should be addressed - especially among those with the most direct caregiver responsibilities.
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