By Shefali Luthra
The system, which is now being phased in, will help coordinate services and reshape how patients and doctors find and read medical information.
The fact that Partners sought the perspective of patients highlights how hospitals increasingly care about what their customers think.
“It’s such a great experience,” Maier said. “They treat us as a member – a partner – in their review process.”
Patient advisory councils, like the one Maier belongs to, often serve as sounding boards for hospital leaders – offering advice on a range of issues.
Members are usually patients and relatives who had bad hospital experiences and want to change how things work, or who liked their stay and want to remain involved.
For Maier, it all started in 2009 when she had surgery at Brigham and Women’s Faulkner Hospital, a Partners facility.
Her husband wrote to the hospital’s CEO, praising her experience.
The couple was then invited to speak at a hospital leadership retreat, sharing with top executives both the good and the not-so-good, and Maier was recruited to serve on a new patient advisory panel.
This hunt for patient perspective, which is becoming more and more common, is fueled in part by the health law’s quality-improvement provisions and other federal financial incentives, such as the link between Medicare payments and patient satisfaction scores. Continue reading