Improving Patient Experience by Focusing on “Always” and “Never” Behavior and Language
In 2015, Northwell began a cultural transformation by instituting the Culture of C.A.R.E. framework. Our promise to patients and customers, the Culture of C.A.R.E. is grounded in core tenants of Connectedness, Awareness, Respect and Empathy. Despite widespread Culture of C.A.R.E. education, the dedicated healthcare professionals at LIJVS delivered exceptional quality but struggled with achieving patient experience excellence, consistently ranking within the bottom quartile. By performing an observational assessment, we clearly identified high-impact opportunities for professionalism and patient-centered communication.
Related content
-
Culture & Leadership | Quality & Clinical Excellence | Staff & Provider Engagement
Elevating Experience
The pandemic generated unprecedented personal and financial pressures within the healthcare industry. Given this environment, there is a need for clarity and alignment around where and how experience fits into the strategy going forward. This webinar provides a human-centered viewpoint along with a business case for embracing a contemporary approach to experience as a powerful
Learn more -
Culture & Leadership
Creating a Culture of Caring with Concierge Services
Bill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to providing a listening ear, his team members are instrumental in helping organizations improve satisfaction scores by providing an enhanced level of comfort and care.
Learn more -
Culture & Leadership | Policy & Measurement | Staff & Provider Engagement
Effectively Leveraging Patient Comments for Strategic Improvement
During this webinar, Children’s Mercy Kansas City shares results from a year-long case study on the meaningful integration of patient comments and the precise analytics derived from those comments into the strategic improvement planning efforts of an emergency department. The presentation will highlight how this process can foster a culture of human-centered patient and family
Learn more