Culture & Leadership

A gathering place for patient experience research: The power of community

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Culture & Leadership

YCX: How Three Letters Impacted Culture, Engaged Leaders, and Drove Results

By Brent A. Grunig, Communications & Training Consultant, The Southeast Permanente Medical Group The Southeast Permanente Medical Group (TSPMG) named 2023 as the “Year of Care Experience”— or YCX. What started out as an idea for a year-long campaign ended up becoming an overwhelming success using a multi-faceted approach across teams and departments within TSPMG
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Culture & Leadership | Infrastructure & Governance | Quality & Clinical Excellence

Health Equity: The Metronome for Human Centered Care

As the healthcare landscape continues to evolve, and as consumers seek a more personalized care experience, integrating health equity into experience management emerges as a critical factor in enhancing institutional performance. Traditionally, health equity has been viewed as a separate component of healthcare quality improvement. However, in this webinar, we will explore the pivotal role
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Culture & Leadership | Staff & Provider Engagement

Using Gratitude to Elevate the Human Experience

In this webinar, the presenters will share how they developed a Gratitude Report as a part of Southcoast Health’s grateful patient program using positive patient feedback, comments, and stories to recognize caregivers that embody the values and service behaviors. The Gratitude Report is a list of employees’ names that have been mentioned by patients and
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