Three Things Healthcare Can Learn from Leading Service Industries
Paul Westbrook, Vice President Patient Experience, Inova Health System, provides three things healthcare can learn from leading service industries. Along with leadership and staff engagement as leading indicators to achieving superior levels of consistent service, service also has to be unique, memorable and personal.
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Culture & Leadership | Staff & Provider EngagementShaping a Human-Centered Patient Experience Across Interdisciplinary Teams
Patient experience directly impacts patient wellbeing and care outcomes, as well as the reputation of the hospital. But is the patient experience defined by the medical care alone? A recent deep-dive study on Voice of the Patient Data highlights the fact that 53% of patients’ feedback focuses on the medical care and teams. The study
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Culture & Leadership | Staff & Provider EngagementVolunteers: The Key to Patient and Employee Satisfaction
In the turmoil created by the pandemic, volunteer services in healthcare was turned upside down, but this chaos also provided us the opportunity to recreate how volunteers are viewed throughout healthcare. Lehigh Valley Health Network has coordinated the efforts of volunteer services, patient experience and colleague engagement, resulting in an elevated perception of volunteers and
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Culture & LeadershipThe Value Case for Improving Human Experience in Healthcare
This white paper explores the concept of experience-driven value in healthcare. An expanded version of the article printed in PXJ Investing in the bottom line: The value case for improving human experience in healthcare, this paper provides real-world case studies and actionable strategies that demonstrate how true value is found in a coordinated and integrated
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Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events