Hidden Opportunities to Design a Better Experience

Jeremy Carr, MBA, Lead Patient Experience Advisor, Nebraska Medicine
Liz Hamilton, Patient Experience Advisor, Nebraska Medicine

Nebraska Medicine uses an innovative approach to enhance the Patient Experience-one rooted in the discovery of hidden opportunities to design a better experience for patients and staff. Observational-Based Patient Interviewing and the Skeptic’s Lens are two key tools used to uncover insights into the kinds of behavior that create a “wow” experience. Training helps staff learn how they can leverage social dynamics within the care experience to enhance their personal satisfaction through the delivery of “wow.” This approach has resulted in substantial improvements in Patient Experience scores and, alongside other concerted efforts, continues to drive Nebraska Medicine toward a culture of excellence.