The Experience Performance Score (EPS)

• Vanessa Mona | Vice President, Consumer Insights and Experience | Henry Ford Health, Detroit, MI
• Julie Goldstein-Dunn | Director Experience Insights and Analytics | Henry Ford Health, Detroit, MI

This session introduces the Experience Performance Scorecard (EPS), a tool that measures patient satisfaction across each phase of the end-to-end journey. The EPS provides near-real-time feedback at each phase, enabling identification of the factors impacting overall scores and predicting satisfaction outcomes based on feedback from each touchpoint. Traditionally, patient experience was captured through a single survey at the end of an encounter, with questions designed to meet regulatory guidelines. These surveys, sent via mail, email, or text, offered limited actionable insights. In contrast, the new approach involves surveying patients throughout their journey, capturing in-the-moment feedback via text and email. The questions focus on key experience opportunities for improvement and aim to generate a comprehensive end-to-end Experience Performance Scorecard (EPS). This broader view of the patient experience utilizes both traditional and new Press Ganey tools.