The Influence of EVS, FANS Outcomes on Patient Safety and Loyalty
Performance on EVS- and FANS-related patient experience measures can substantially add to or detract from patients' perceptions of their care experience overall and their loyalty to the health system.
Competitive organizations with an eye on consumer trends in healthcare understand that loyalty is fueled by patients’ perceptions about the organization’s ability to deliver safe, high-quality, patient-centered care. In the inpatient and medical practice settings, the strongest predictor of this loyalty is caregiver teamwork. Perceptions are influenced by every touch point across the care experience, extending the definition of “caregiver” beyond medical professionals to include nonclinical support staff. By integrating nonclinical support staff-related measures into data strategy, organizations arrive at a more comprehensive view of what matters to patients and can target improvement accordingly.
