Stanford Health Care employs continuous improvement to all facets of care delivery, including patient experience. The Patient Experience Analytics and Reporting (PEAR) team manages the entire patient feedback loop, from managing survey administration, to the circulation of patient feedback to staff and leaders. For many years, data in their static reports provided only cursory information about what could be done to improve the patient experience, stagnating improvement in specific service lines, such as primary care. In April 2019, the PEAR team was asked to investigate how improve this.
In this session, we will describe the process used to create a dynamic patient experience dashboard for the primary care service line using Tableau. We will also share some of the strategies used to help ensure the needs of clinical providers and operational leaders were incorporated into the design.