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
Pitching Your Experience Strategy to the C-Suite
You may be new in your role as a Patient/Human Experience leader or you have worked hard to become in the field. Now, you want to share your insights and knowledge, starting with convincing the C-suite about the importance of Human Experience and how valuable an focus on experience would be in your organization. Maybe
Learn more -
Infrastructure & Governance
Briner Imaging uses Patient Advocacy Data to Improve the Diagnostic Experience
Achieving a Compassionate, Person-Centered Organization by Design
Learn more -
Infrastructure & Governance
Storytelling at board meetings: A case study of co-developing recommendations
In healthcare, stories shared by patients often provide details and insights into experiences of illness and care. Stories are a way to educate healthcare providers and others to improve care and systems to become more patient and family centred and to better meet patients’ needs and priorities. Telling stories may bring benefits to both storytellers
Learn more