PATIENT EXPERIENCE - JASON FRANKLIN, CHIEF NURSING OFFICER

Patient experience encompasses every interaction that a patient has with a health care organization including engaging with and talking to providers, nurses, and staff, It includes the entire experience from when an appointment is made until the bill is paid. Jason Franklin, Chief Nursing Officer, discusses the difference between patient satisfaction and patient experience, the renewed focus on patient experience at CCMH and how the clinic, hospital and emergency services are working to improve the experience for every patient.