Guiding Principles for Patient Experience Excellence
This paper shares eight guiding principles, reflects on why they are critical components of successful patient experience efforts and offers examples of each principle in action. These principles offer strategic actions and tangible points of focus organizations can apply to drive efforts forward: Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises Develop a formal definition for what experience is to their organization Implement a defined process for continuous patient and family input and engagement Engage all voices in driving comprehensive, systemic and lasting solutions Look beyond clinical experience of care to all interactions and touch points Focus on alignment across all segments of the continuum and the spaces in between Encompass both a focus on healing and a commitment to well-being Exploring the actions of successful organizations and the lessons learned from those striving for excellence, this paper represents foundational building blocks to organization effectiveness and a means to achieving sustained outcomes.
Related content
-
Culture & Leadership | Environment & Hospitality | Staff & Provider Engagement
Unexpected Healers Create Moments that Matter for Patients and Families
As healthcare healers, we touch many lives. Many of our patients and their families are thankful for this and reach out to share gratitude in many ways. They send notes, fill out focused recognition cards, respond to mailed surveys or utilize our Sutter Health new online feedback form. Often in healthcare we think of our
Learn more -
Culture & Leadership | Quality & Clinical Excellence
To Care is Human LIVE! At ELEVATE PX 2024
Listen to The Beryl Institute’s inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2024 recipient of the Wendy Leebov Championing Experience Award, sat down with Jason Wolf to reflect on his experience journey from hospitality to healthcare. Gierlinger shares how his health system is navigating the
Learn more -
Culture & Leadership | Staff & Provider Engagement
Aligning Volunteer Programs with the Changing Landscape of Healthcare
Volunteerism in healthcare is an ever-changing landscape that requires assessment and realignment to ensure programs and needs within the health system remain relevant. In this session, participants will learn how to proactively participate in health system goals, the process for assessing and tracking their program efficacy, and how to align volunteer impact directly to the
Learn more