A Roadmap to Driving Exceptional Experiences in Care

Kathy Dutton, Senior Administrator, Kevin Hill, Manager
Kim Blanton, Patient Advisor, Office of Patient and Family Experience, Vidant Medical Center
This session will describe how Vidant Medical Center’s Office of Patient and Family Experience (OPFE) developed and implemented a comprehensive roadmap to guide their journey to exceptional experiences. Key strategic actions include the communication of patient experience data in a manner that is clearly understood across all levels of the organization. The roadmap also guides measuring and supporting results, to include coaching for success, course correction, and celebration and recognition. The focused use of the OPFE’s strategic plan is leading to desired results and outcomes including inpatient scores are currently at the 91st percentile. Utilizing the plan, the Emergency Department rose from the 37th percentile in the second quarter to the 90th percentile in the 4th quarter.
Related content
-
Culture & Leadership | Infrastructure & Governance | Staff & Provider Engagement
Ownership at the Frontline: Innovating an Experience Champions Program
Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the
Learn more -
Culture & Leadership | Infrastructure & Governance
Phoneside 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 -
Infrastructure & Governance
Part of the team: Effecting change and sharing power in healthcare settings
In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting
Learn more