Bust Your Assumptions About What Matters to Patients
Susan Haufe, Administrative Director, Service & Patient Relations, Virginia Mason Medical Center
Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center
A fundamental tenet of LEAN thinking is understanding what customers consider value-added. Presenters will share how the philosophy and methods of Experience-Based Design (EBD) are helping their organization bring meaning to this term by better understanding the experiences and emotions of those receiving and delivering our healthcare services. This presentation will include examples of how these methods have been integrated into the Virginia Mason Production System, their lean management method for quality and how they are yielding improved experiences for patients and families in both inpatient and outpatient settings.
Related content
-
Patient Family & Community EngagementEscuchame: A Story of Patient Resilience
This article is a narrative following a patient’s experience through the American Healthcare system. This article is written by a second-year medical student. During this time the individual repeatedly engaged in different specialties of medicine such as neurology, neurosurgery, oncology, emergency medicine, gynecology, and primary care. This narrative demonstrates how certain issues such as healthcare
Learn more -
Culture & Leadership | Patient Family & Community Engagement | Staff & Provider EngagementThe “What Matters to You” Movement: Fostering Sustainable Change in Healthcare
Are you curious about how to ignite a movement within your organization that enhances care quality and workforce well-being and delivers a return on investment? Inspired by the global What Matters to You (WMTY) movement, this webinar will showcase successful improvement initiatives that have led to better quality outcomes, increased joy in work, and financial
Learn more -
Patient Family & Community EngagementEfficacy of a Communication Toolkit to Optimize Palliative Care Communication in the Surgical Intensive Unit
Data demonstrates patients benefit from the experience of specialty palliative care providers for advance care planning and prioritizing quality of life, regardless of diagnosis or stage of illness. Despite these benefits, many intensive care units (ICUs) show low utilization of palliative care. The purpose of this study was to evaluate the ability of a bedside
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