Leaning in to Our Patient Experience Journey

Nancy Lawrence, Strategic Communications & Stakeholder Relations Lead and Chief Privacy Officer, St. Thomas Elgin General Hospital
Sarah Baughman, Patient Experience Council member, St. Thomas Elgin General Hospital

Three years ago, St. Thomas Elgin General Hospital (STEGH), a medium sized community hospital in Ontario, embarked on a transformational journey applying “Lean” principles with the core idea to maximize customer value while minimizing waste. These same principles have now been applied to our Patient Experience journey. The voice of the customer – our patients and families – is being embedded across the organization. Our approach includes developing standards and standards of work, educating and training our providers and customers, and auditing and reviewing to ensure accountability. All of our Patient Experience work is aligned to our strategic objectives and goals. Learn how STEGH has applied Lean to the development of its Patient Experience Strategy, Patient Experience Council, and recruitment of Patient Advisors. We will share lessons learned and provide practical tools to use to help you successfully apply a Lean approach in your organization.