Sustainable, High-Impact Patient Experience Model Assignment Paper
Sustainable, High-Impact Patient Experience Model Assignment Paper
In the past decade, patient experience has been a game changer for providers looking to surpass the competition and increase community impact.
Sustainable, High-Impact Patient Experience Model Assignment Paper “Improving the patient experience can help a hospital improve its financial performance by strengthening customer loyalty, building reputation and brand, and boosting utilization of hospital services through increased referrals to family and friends,” states a recent report from the Deloitte Center for Health Solutions. Sustainable, High-Impact Patient Experience Model Assignment Paper
Fostering positive customer experience is the secret sauce for any organization. While different terminology is used across industries, the concept is the same: focus on delighting the people you are serving. As a healthcare provider, arming oneself with an understanding of what an excellent patient experience looks like will be a key component to meeting your hospital’s long term goals. Sustainable, High-Impact Patient Experience Model Assignment Paper
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The Employee Experience
I joined the Stratasan team in August 2017 with the plan of establishing a customer success team. The goal was to establish a team that would monitor and implement strategies to ensure we were providing a positive customer experience for Stratasan clients. When approached about how to create a team like this from scratch, I’ve been asked questions like “where do you start,” “how do you start”? My answer is simply that positive customer experiences must start with positive employee experiences.Sustainable, High-Impact Patient Experience Model Assignment Paper
At Stratasan, I was immediately impressed by how each member of the team, across all departments, were joyfully sharing how much they loved Stratasan and the work they provide—serving customers who, in turn, serve patients in need of care. Sustainable, High-Impact Patient Experience Model Assignment Paper Respect, joy, pride, and care of your employees starts at the leadership level. The positive employee experience I have encountered at Stratasan is a testament to the work of the leadership team. They have shepherded Stratasan to be customer-focused by first ensuring a positive employee experience. Respecting others and being part of a team that you can trust gives any employee the strength to go out and serve customers well and support quality driven outcomes. Sustainable, High-Impact Patient Experience Model Assignment Paper
Implementing a Patient Experience Model
In the provider space, patient experience should impact every touchpoint. It must become an integral part of the culture for positive experiences to consistently occur. Sustainable, High-Impact Patient Experience Model Assignment Paper
Below I’ve outlined seven steps for creating a sustainable, high-impact patient experience model across your hospital or healthcare system. Sustainable, High-Impact Patient Experience Model Assignment Paper
- CEO Mandate*: Hospitals won’t beat patient-obsessed competitors through minor improvements to patient touchpoints. Instead, senior leaders must make patient experience a part of every major decision. Leadership must set a mandate for a patient-focused culture and then lead by example—showing what it means to create a positive patient experience. Sustainable, High-Impact Patient Experience Model Assignment Paper
- Employee Experience: Get your house in order. Create a culture that cultivates an excellent employee experience—strive to be the best place to work. Again, this is an opportunity for the leadership team to lead by example—encourage everyone to respect each other, celebrate successes, and learn from mistakes. In doing so, you’ll create an environment where your team is happy and cared for. They will, in turn, look for ways to serve your patients well. Sustainable, High-Impact Patient Experience Model Assignment Paper
- Be Patient Focused: Always make decisions with the patients in mind. For added emphasis, consider creating a team exclusively focused on this effort.
While a commitment to making your patient’s lives better is already a focus for your hospital and likely included in your mission or value statement, consider what you can add to the baseline patient experience to make an impact from a community perception perspective. Sustainable, High-Impact Patient Experience Model Assignment Paper - Innovation*: Keep an innovative mindset. Make scenario planning (when group of executives sets out to develop a small number of stories about how the future might unfold and how this might affect an issue that confronts them) a habit so you are thinking ahead, proactively managing risk, and mitigating possible disruptors in the industry. Position yourself to be the disruptor to lead change in better patient experiences. Sustainable, High-Impact Patient Experience Model Assignment Paper
- Listen, Listen, Listen: Avoid score addition. While data collection is key to spotting risk early and understanding areas where you are winning—it’s also very important to get in the field and listen to employees and patients. Ask questions. Listen, listen, and listen some more. Then map out a plan for addressing the headaches, challenges, and issues that have been identified. Be sure to communicate your plan back to your employees and patients. This helps them realize they have been heard and provides you the time needed for implementation. Sustainable, High-Impact Patient Experience Model Assignment Paper