A Holistic Approach to Infusing Hospitality in Healthcare
At Northwell Health, our internal definition for patient experience is: Every Moment Matters. Infusing hospitality into our organization’s DNA plays homage to our definition in that every person, every role, every moment is a moment of absolute truth. In 2017, the Office of Patient & Customer Experience (OPCE), led by the Chief Experience Officer, set out to create a pipeline of hospitality-minded talent into the organization. We believed this subset of professionals would challenge the status quo, fuel innovation, introduce new perspectives, and guide the progression of embedding hospitality fundamentals into clinical and nonclinical healthcare processes.
Related content
-
Culture & Leadership | Infrastructure & GovernancePhoneside Manners: Strategies for Effective Communication
As the first point of contact that a patient has with your office, what transpires after the phone’s first ring can set the tone for the entire patient experience and impact patient satisfaction. Phoneside manners occur before a patient even walks through your front doors and can determine the outcome, mindset, and overall satisfaction of
Learn more -
Culture & LeadershipA Commitment to Experience Must Reach Across the Continuum of Care
A conversation on patient experience is not restricted to one care setting, nor should it be. People’s healthcare journeys are not singular instances, but most often a series of encounters that while perhaps separate operationally from the delivery side of care, all weave together to frame one experience for a patient, their family members and
Learn more -
Culture & LeadershipIt’s More Than Just a Mattress: Multidisciplinary Process Improvement for the Disabled Patient Population
This case study sheds light on how small process changes can make a big difference in creating a positive patient experience without the need for added resources. Tampa General Hospital shares improvement techniques and the investigation methodology used by its multidisciplinary teams to influence an important process change impacting disabled patients.
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
A Holistic Approach to Infusing Hospitality in Healthcare
$275.00
PURCHASE NOW