Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service
The challenge placed before the Martinsburg VAMC primary care leadership team was to identify targeted and effective ways to improve and sustain key Veteran experience performance metrics that feed into the VA’s national performance measurement system or S.A.I.L. (Strategic Analytics for Improvement and Learning Value).
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Culture & Leadership | Staff & Provider Engagement
The “Why” Behind Empowering Leaders and Staff
Patient Experience has become such a data driven field that as a health system we realized we were losing the fundamentals of what Patient Experience should be about. Over the past 2 years, as a patient experience team, we have changed our coaching and training efforts to be based upon the “Why” instead of the
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Culture & Leadership | Patient Family & Community Engagement
We’re All Emotional Beings: That’s What It Is to Be Human
Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with patients. Listen as he talks about communicating in service of a relationship, origin stories and the importance of practicing compassion and empathy.
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