Mission Experience: Transforming Care in the Ambulatory Setting

CJ Merrill, MSN, RN, CPXP, CPHQ | Vice President Patient Experience, Mission Health / North Carolina Division of HCA

Like many hospital systems, Mission Health has been focused on patient experience in the inpatient setting. However, as they have grown to be the sixth largest healthcare system in North Carolina and expanded their reach to include over 120 family, pediatric, OB/GYN and specialty clinics, we have become acutely aware of the importance of the human experience across the continuum of care. As a result, we developed Mission Experience Best Practices. The purpose of this model is to facilitate culture change in our system and expand the focus of patient experience improvement to the ambulatory setting. In this webinar, we will share the process of developing, implementing and evaluating this model, including the significance of lessons learned. We will explain how we utilize this model to set expectations, establish consistency, maintain accountability and improve performance by disseminating leading practices to all ambulatory clinics.