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
Enterprise Volunteer Management: From Silo to Systemness
The ever-changing healthcare environment has required hospitals across the country to rethink how they deliver care and support services. Inova Health System in Northern Virginia has been on a transformational journey to embed a culture of collaboration across the organization. Volunteer Services is one of the areas that has shifted from a silo-based to an
Learn more -
Staff & Provider Engagement
HOPE Experience Essentials: The Next Generation of Service Standards at Mayo Clinic
Engaging employees in providing exemplary patient experience has been challenging for healthcare leaders in recent years given the pressures of the regulatory environment, increases in staff burnout and rising patient expectations. Amid these challenges, addressing patient experience remains a top priority for healthcare organizations. A novel intervention has been applied at Mayo Clinic with the
Learn more -
Staff & Provider Engagement
Fostering a Growth Mindset in Healthcare: A Strengths-Based Approach to Improving Patient Experience
This learning bite explores a pilot program that took a compassionate, strengths-based approach to improving provider communication and engagement. By focusing on relationship-centered training—rather than remediation—the program led to significant improvements in patient experience and provider well-being, offering a scalable model for fostering a growth mindset in healthcare.
Learn more