Redefining Surgical Care Through Extraordinarily Compassionate Human Experiences
FRANKLIN, Tenn., October 28, 2024 – With over twenty years of experience in enhancing patient and employee experiences across surgery centers nationwide, Kimberly Hiles, Senior Director of Experience and Engagement at Regent, is at the forefront of bringing humanity to healthcare through Regent’s Patient Experience Program.
“Our program focuses on the patient’s experience during their visit to our centers and how we engage with them throughout their care journey,” said Kimberly. “Our centers are living out this program, and the results speak for themselves—our patient experience scores are strong indicators that our efforts are making a difference.”
Regent’s Patient Experience Program is designed to go beyond traditional measures of satisfaction, emphasizing the emotional and operational aspects of care. By supporting Regent providers and team members in creating meaningful interactions with patients, the program ensures that care is not only clinically excellent but also deeply compassionate.
“People want to be inspired. They want to feel connected to a mission and values they can truly embrace,” said Kimberly. “It’s incredibly meaningful work, and it brings the human touch to healthcare.”
Connecting the Operational and Emotional
Healthcare decisions aren’t just about clinical outcomes—they’re also about how patients feel during their experience. By seamlessly integrating the operational side of care with emotional connection, we create compassionate, human-centered experiences. This holistic approach helps us enhance patient safety, improve quality and truly understand the individual behind every healthcare decision.
Continuous Improvement with Key Drivers
A key part of Regent’s success lies in its focus on “Key Drivers,” the specific factors that shape a patient’s perception of care. By understanding and acting on these drivers, we align our services with the needs and preferences of patients and their families. Our data-driven approach allows us to optimize the processes that matter most to patients, reducing points of friction and enhancing the overall care experience.
Through this relentless focus on compassionate care and continuous improvement, Regent ASCs have seen remarkable results. Centers consistently outperform national benchmarks, with 93% of patients giving Regent facilities the highest possible facility rating (9/10) and Regent’s OAS CAHPS performance ranking 82% above the national database.
A Commitment to Human-Centric Care
At Regent, we believe that redefining the healthcare experience means prioritizing humanity at every level. Our Patient Experience Program not only fosters more meaningful, compassionate interactions but also drives year-over-year improvements in patient care. By embracing innovation, engaging our teams and continuously refining our approach, we remain committed to creating extraordinary experiences for every patient who walks through our doors.
Together, we’re bringing humanity back to healthcare—one patient, one experience at a time.
