solved According to the American Hospital Association’s Top Priorities for 2021,

According to the American Hospital Association’s Top Priorities for 2021, there is an increasing emphasis on enhancing the patient-family experience with the treating physician, in-hospital providers (therapists, nurses, etc.) and service support personnel. A recent survey conducted by a large consulting firm, Deloitte, conducted a survey in 2020 of patient expectations surrounding the health care experience. See the following link:Deloitte Study Results SummaryFurthermore, the AHA posted the following discussion of this initiative on their website that offers further insights into the issue of patient experiential expectations:“While patients want the convenience and ease of digital interactions, personalized care is still the touchstone of their loyalty. According to a 2020 survey of health care consumers, an “ideal” health care experience requires a personal touch, whether that encounter occurs virtually or in person. Patients say it’s paramount that clinicians take time to listen, show they care and communicate clearly. For improvement efforts to have teeth, they must be associated with programs that drive measurable outcomes. For example, a major academic medical center created a communication training program to teach doctors best practices to follow in interactions with patients. Within a year, the percentage of patients who “always” felt that the doctors listened, treated them with respect and explained things well rose by 9 points.”See the posted article on Family Centered Care as example of a discussion and interventions to improve the patient-family experience during inpatient stays.Patient-Family Centered Care Overview in CCUFor the second paper, consider you are a hospital administrator and desire to implement key performance indicators that more effectively monitor patient experience perceptions beyond the standard HCAPHs survey results that are mandated by CMS.See the following links:What is HCAPHS survey?Copy of HCAPHS surveyPaper RequirementsDiscuss the need to improve the patient-family experience. Is having the family more involved merely “pushing the needed care required to treat the illness off” on the family so that hospitals can operate with fewer staff? Alternatively, is more patient-family involvement better overall for the patient and health care system at large?Discuss 3-5 key metrics that the hospital should implement to measure the customer experience in addition to the HCAPH survey results. This discussion should include a complete and detailed description of what is measured and why (justification for the metric). How would you go about data collecting to monitor KPI attainment?What would be some simple steps taken to implement a more patient-family centric program in a hospital?