Hospitals in Pursuit of Excellence (HPOE) Guide: Improving the Patient Experience Through the Health Care Physical Environment

by Lynn Kenney and Deanna Martin 

This guide, a collaboration with Hospitals in Pursuit of Excellence and the Health Research and Educational Trust of the American Hospital Association, explores ways hospital and health system leaders can use the physical environment to improve the patient experience. The guide describes a "people, process, place" model that will help hospital and health system leaders identify people-centered ways to improve the patient experience of care.  The guide includes case studies; a hospital leader checklist; a template for using the people, process and place model; a detailed table outlining eight domains of care measured by the HCAHPS survey with observed relationships to the physical environment; and additional resources list.