Employees as Change Agents in Process Improvement

Catherine Johnson, Manager, Patient Relations
Phil Shaw, Director, Patient and Visitor Relations, Rush University Medical Center
How do your employees help you gain insight into improving the patient experience? When do you involve them in performance improvement projects? What role do employees play in accomplishing significant change? This session will explore the solution phase of performance improvement projects by involving front-line employees in the process. It will also demonstrate how managers can use this performance improvement tool for making changes that improve the patient experience.
Related content
-
Culture & Leadership | Staff & Provider Engagement
Sustaining a Patient Experience Framework via Huddle Communications
Unfreeze, change, refreeze: Three steps to transforming organizational culture. Northwell shares their journey of unwinding old patterns, establishing sustainable new models, and creating new habits that led to a remarkable cultural shift that reignited passion in their workforce. In this case study, interdisciplinary huddles were key to reconnecting professionals to their purpose, fostering peer-to-peer conversations
Learn more -
Culture & Leadership | Staff & Provider Engagement
The Role of Leaders in Improving Staff Experience
Jessica Howe Patient Experience Specialist Story County Medical Center – South Campus As leaders, we have the responsibility to support, empower, and engage our employees in a way that keeps them motivated and encourages them to provide the greatest quality of care every single day. It is no doubt to anyone who has stepped foot
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
Engaging Community and Volunteer Partnerships for Health Equity and Experience
Marisha DiCarlo, PhD, MPH | Vice President, Community Engagement, Advocacy and Health, Arkansas Children’s Erica Phillips, MA, CFRE, CAVS | Executive Director, Volunteer Engagement, Arkansas Children’s Through Arkansas Children’s Hospital’s (ACH) 2022 Community Health Needs Assessment (CHNA), implementation strategies were identified to prioritize and plan for evidence-based solutions to address top health needs for children
Learn more