But My Patients are Different: How to Debunk Criticisms and Engage Your Physicians on the Journey to Service Excellence

Larry Brown, M.D, FAAP, FACP, Medical Director Service, Mission & Community, Alegent Creighton Clinic
Matthew Hazen, MBA, Senior Director, Service Excellence, Alegent Creighton Clinic
At Alegent Creighton Clinic, the goal is to create the best possible experience for every patient, all the time. The belief is that it is in the best interest of patients, providers and staff and the integrated health system to create an environment where teamwork is valued and all members of the team are engaged and empowered to do what is best for the patient. This presentation will debunk common physician criticisms of Service Excellence initiatives and provide a toolkit to engage physicians in the patient experience journey. Participants will learn the skills to identify providers who can serve as service excellence champions and equip them with the necessary tools to coach/mentor their peers.
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 -
Staff & Provider Engagement
Using the Right Tools to Uncover the Hidden Factors Impacting Patient Experience
The entire healthcare industry is being reshaped by trailblazers who make personal and emotional connections that will define the healthcare brands of the future. Those unwilling to make changes and adapt to the expectations of forward-thinkers will be left behind. This learning bite explains why organizations that prioritize experience transformation through innovative tools and solutions
Learn more -
Staff & Provider Engagement
A New Take on Patient Advocacy Rounding: An Advocate-to-Caregiver Approach Improving both the Caregiver and Patient Experience
By Kelly Gibbons MSN, RN Rounding is a well-established practice in healthcare, known for significantly improving patient experience scores, reducing safety incidents, and enhancing caregiver satisfaction. But how can patient advocacy teams integrate into the rounding process to benefit not only the patient experience but the caregiver experience at the same time? Many patient advocacy
Learn more