Topics: Skill Development, Workforce, Performance Improvement, Service, Quality
Foster a genuine understanding of the patient experience
Having a fundamental appreciation of patients’ actual experience can help hospital staff identify opportunities to better meet patients’ physical or emotional needs. We provide participants in our Performance Acceleration series with the tools and skills to truly “walk in the patient’s slippers.”
How We Help
We help participants map the patient experience to understand not just patients’ interactions with hospital staff but their entire encounter with the health system—when they are alone, uncomfortable, frightened, or confused. This patient map becomes the starting point from which participants design a project to improve the patient experience.
Create exceptional ‘five-star’ experiences
Too often, service improvement efforts focus solely on boosting satisfaction survey scores. While that is important, we help participants take a more expansive approach to service excellence—one that actually anticipates, and often exceeds, the patient’s expectations, rather than just reacting to service failures after they have occurred or striving only to mitigate discomfort.
We help push participants beyond the usual thinking to design improvement projects aimed at delivering “five-star” experiences that drive the ultimate indicator of satisfaction: patients who would recommend the hospital to friends and loved ones.
Instill accountability for service
Simply having a good idea is not enough—you need to involve others to make it work and make it stick.
We help participants focus on service skills that staff might need to make their projects successful, as well as organizational barriers that could threaten the long-term viability of the improvement. Finally, we help participants make sure that morale and motivation do not undermine service excellence, particularly in the clinical setting, where compassion fatigue can be an issue..
Contact us to learn more about Performance Acceleration
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