Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences
In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to “Consumer” and “Human” experiences.
Join us for a fireside chat with Colleen Russell, Director of Engagement for Northwestern Medicine (NM), as we explore their contemporary approach to gathering feedback across the patient and coworker journeys. Particular attention will be paid to their “Short, Modern, Smart” philosophy and methodologies used to design personalized, convenient listening experiences that prompt real-time actionability and follow-up.
Learning Objectives
– Identify common challenges health systems face within their engagement programs, including reasons for an innovative shift.
– Discover a “Short, Modern, Smart” engagement philosophy.
– Utilize storytelling to connect PX and EX data.
Speakers
Amber Maraccini, Ph.D, CPXP | Principal CX Advisor, Healthcare, Medallia
Colleen Russell, MHSA, CPXP | System Engagement Director, Northwestern Medicine
PX Marketplace webinars are complimentary.
Brought to you by:
Related content
-
Policy & Measurement
And the Survey Says…: A Qualitative Exploration of the Perspectives of Nurse Managers Who are Accountable for Patient Experience Measures
By examining nurse manager accountability for patient experience measures, this study seeks a deeper understanding of nurse managers’ perceptions of patient experience measures and how these measures drive organizational communication behaviors. Funded through The Beryl Institute’s Grant Program for scholars, Lisa Huddleston, Ph.D., explores whether hospitals use patient experience scores as intended — to guide
Learn more -
Staff & Provider Engagement
Physician PX Scorecards: Motivating with Transparent Comparisons
Dr. Taylor Sewell, Medical Director of Patient Experience, shares a new performance scorecard program for providers at NewYork-Presbyterian. This mini-webinar explains the data used to develop the scorecard and how these metrics are helping to shape their provider-led patient experience strategy.
Learn more -
Patient Family & Community Engagement
The Three W’s of Caring Communication: Who/What/Why
In this mini-webinar, Dr. Liza DiLeo Thomas, Medical Director of Patient and Provider Advocacy, shares Ochsner Health’s “Caring Communication” model for providers. Learn how physicians can create trusting relationships with patients and families by following the three Ws.
Learn more