5.1 Patient Experience and the GAP
model questions well answered to
pass
defining patient experience
what is patient experience - correct answer ✔✔the sum of all interactions shaped by an
organizations culture that influence patient perceptions across the continuum of care
according to the visual on page 2, the patient experience is at the center with 3 other
experiences playing a role: - correct answer ✔✔workforce experience, community experience,
and human experience
defining patient experience
3 supporting themes - correct answer ✔✔1. integrated nature
2. person centeredness
3. patient and family partnership (support networks)
the ultimate goal for patient experience is to _______ - correct answer ✔✔meet or exceed
expectations
the ____ model determined 5 discrepancies or ____ that may impact the expected service -
correct answer ✔✔GAP; gaps
what is gap 1? - correct answer ✔✔gap between management perceptions and patient
expectations
, what are the causes of gap 1?
1. patients have experienced _____ at other organizations and expect the same level of ____
from your organization
2. management perceives certain aspects of service to be important, however, they are _____
to the patient as other aspects - correct answer ✔✔1. better service; service
2. not as important
what is gap 2? - correct answer ✔✔gap between management perceptions of patients
expectations and service expectations
causes of gap 2:
1. organization is unsuccesful at translating service expectations into _____
example: management tells employees to provide excellent service, but does not specify to
employees what excellent service _____ - correct answer ✔✔1. tangible results
2. means
what is gap 3? - correct answer ✔✔gap between the service specifications and what is actually
done in the service experience
gap 3 causes:
1. poor _____
2. ______ training
3. lack of ____ for service providers to provide a high level patient experience - correct answer
✔✔1. training
model questions well answered to
pass
defining patient experience
what is patient experience - correct answer ✔✔the sum of all interactions shaped by an
organizations culture that influence patient perceptions across the continuum of care
according to the visual on page 2, the patient experience is at the center with 3 other
experiences playing a role: - correct answer ✔✔workforce experience, community experience,
and human experience
defining patient experience
3 supporting themes - correct answer ✔✔1. integrated nature
2. person centeredness
3. patient and family partnership (support networks)
the ultimate goal for patient experience is to _______ - correct answer ✔✔meet or exceed
expectations
the ____ model determined 5 discrepancies or ____ that may impact the expected service -
correct answer ✔✔GAP; gaps
what is gap 1? - correct answer ✔✔gap between management perceptions and patient
expectations
, what are the causes of gap 1?
1. patients have experienced _____ at other organizations and expect the same level of ____
from your organization
2. management perceives certain aspects of service to be important, however, they are _____
to the patient as other aspects - correct answer ✔✔1. better service; service
2. not as important
what is gap 2? - correct answer ✔✔gap between management perceptions of patients
expectations and service expectations
causes of gap 2:
1. organization is unsuccesful at translating service expectations into _____
example: management tells employees to provide excellent service, but does not specify to
employees what excellent service _____ - correct answer ✔✔1. tangible results
2. means
what is gap 3? - correct answer ✔✔gap between the service specifications and what is actually
done in the service experience
gap 3 causes:
1. poor _____
2. ______ training
3. lack of ____ for service providers to provide a high level patient experience - correct answer
✔✔1. training
