Creating “PEAK” Patient Experiences
This paper shares insights on building a leading service organization from Chip Conley, author and founder of boutique hotel company Joie de Vivre. Using Maslow’s hierarchy of needs as a foundation for examining relationships with employees, customers and investors/boards, it offers many parallels applicable to the healthcare industry. By focusing on the higher, often unrecognized, needs of employees and patients and building on strong organizational culture, hospitals and healthcare organizations can experience effective outcomes. The paper offers guidance on creating a culture where employees view their work life as a calling versus a job and explains how that differentiation can make a significant difference in the experience provided to patients.
Related content
-
Infrastructure & GovernanceGoing Off on a Tangent: Exploring the Possibility of Process Change
Most people are familiar with the quote by the Greek philosopher Heraclitus, “Change is the only constant in life.” As wise and true as these words are, change still catches most of us by surprise. In some people, the fear of change can even be anxiety-provoking (a condition known as metathesiophobia). While most of us
Learn more -
Infrastructure & GovernanceBarriers and enablers of patient and family centred care in an Australian acute care hospital: Perspectives of health managers
Learn more -
Culture & Leadership | Infrastructure & GovernanceUsing Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture
To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with
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