As part of Michigan Medicine’s commitment to improving the experience of our patients and families, the Office of Patient Experience was formally established in December 2016 to leverage best practices and resources across the institution and increase the value we provide within the health system.
Patient experience encompasses the range of interactions that patients and families have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities. As an integral component of health care quality, patient experience includes several aspects of health care delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers.
To ensure an ideal experience for every patient, every time, across the entire health system, we want to:
- Strengthen our focus on patient engagement as priority in the health system.
- Build synergies between groups that champion patient experience.
- Pursue priority areas:
- Access
- Effective and Engaging Communications
- Empathetic and Respectful Faculty and Staff
- Environment of Care
Office of Patient Experience - 2019 Annual Report
The Office of Patient Experience (OPE) was established with the purpose of improving the experience for patients and families who have chosen Michigan Medicine for their health care. We know that exceptional experience goes beyond just customer service — it’s about driving a patient-centered culture of care that continuously integrates patient and family perspectives and involvement to achieve the outcomes that matter most. Read more about our work.