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How Digital Focus Groups capture next-level feedback

Go deep into a particular topic, ask questions, and listen to your participants to truly understand the stories behind the human experience.

Video Summary

Explore the innovative methods in patient experience design at UCDavis Health, where Director Cindy Ricciuti-Brown and her team engage patients and their families in the process. Hear from Susan Pappas at UCSF Health about the transformative power of digital tools in healthcare, and join Krystyna Rastorguieva from the Emory WHSC Office of Well-Being as she discusses the potential of virtual focus groups. Learn about the ease of using focus groups and the importance of continuous patient engagement from Cindy Ricciuti-Brown.

Video Transcript

Cindy Ricciuti-Brown, Director of Experience Design, Insights, and Capabilities, UCDavis Health:

So, co-designing patient experiences with our patients and their families is really important to us. To help us do that, we have added a question to our survey that allows patients and family members to opt in to participate in any way that we need them. We've pulled from this community for focus groups, individual interviews, journey mapping needs, and a variety of other ways, including ad hoc surveys.

Because we're able to do that, they actually have a seat at the table, and they're helping us, rather than us always presuming we know what patients want. They're helping to tell us what they want. We're able to make adjustments and improvements without having to go back and alter those because we didn't bring them in at the beginning.

Susan Pappas, Executive Director, Health Experience, UCSF Health:

What excites me about the digital tools is that we can have people in their homes speaking to us, telling us things that we need to know, and it doesn't take the amount of effort that it used to.

Krystyna Rastorguieva, Director of the Emory, WHSC Office of Well-Being:

Another potential tool that we would like to utilize more often is the focus groups. We've done some focus groups that were just managed and facilitated from within with just your basic tools, but getting a better utility out of the methods of how that is done, being able to bookmark some of the answers and questions to make the data analysis easier is another one that we're interested in.

Cindy Ricciuti-Brown, Director of Experience Design, Insights, and Capabilities, UCDavis Health:

Focus groups are really easy to use. You can set up your focus group in less than 30 minutes. It allows easy access to our patients and their family members. It allows us to have others observe those interactions without being seen by the patients. It provides additional tools that we've been able to engage patients with, such as polling and a few other fun things that help keep those panel members engaged.

It allows us to record those patients to make the feedback easy to digest and go back to. And we're constantly continuing to engage with our patients.

About the Presenter

Press Ganey, a leading healthcare performance improvement solutions company, offers an integrated suite of solutions that put Human Experience at the center of healthcare enterprise transformation. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address patient experience, healthcare consumer experience, workforce engagement, safety, clinical excellence and more. Guided by its team of renowned healthcare thought leaders, Press Ganey works with more than 41,000 healthcare facilities to reduce patient suffering, enhance caregiver resilience and improve the overall safety, quality and experience of care. Press Ganey is a PG Forsta company.

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