Bust Your Assumptions About What Matters to Patients
Susan Haufe, Administrative Director, Service & Patient Relations, Virginia Mason Medical Center
Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center
A fundamental tenet of LEAN thinking is understanding what customers consider value-added. Presenters will share how the philosophy and methods of Experience-Based Design (EBD) are helping their organization bring meaning to this term by better understanding the experiences and emotions of those receiving and delivering our healthcare services. This presentation will include examples of how these methods have been integrated into the Virginia Mason Production System, their lean management method for quality and how they are yielding improved experiences for patients and families in both inpatient and outpatient settings.
Related content
-
Patient Family & Community Engagement
Effectively leveraging patient comments for strategic improvement
“The surveys that are used to benchmark health system performances fail to provide a complete view of what patients experience when they seek care.” Mary Kay O’Connor, Founder & CEO of PatientsVoices shares the value of utilizing patient comments to obtain a clear view of what really matters to patients.
Learn more -
Patient Family & Community Engagement | Quality & Clinical Excellence
Empowering Families in the NICU: The Transformative Impact of Family Integrated Care
Family Integrated Care (FIC) is a transformative approach in neonatal and pediatric units, redefining the landscape of family-centered healthcare. This webinar focuses on the importance of FIC for hospitalized infants, children, and their families. FIC recognizes the integral role of families and encourages their active participation in all aspects of their child’s care, transforming them
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
The Importance of Emotional Intelligence in Patient Relations (Part 2)
2pm ET / 1pm CT / 12pm MT / 11am PT – The Patient Relations department assesses and resolves complex patient issues related to customer service, billing, and patient care daily by researching errors and patient issues and finding the proper solution to satisfy the needs of the patient and their care partners. Individuals possessing
Learn more