Turning Feedback into Action: A Lesson in Improving and Sustaining Excellence in Veteran Care and Service
The challenge placed before the Martinsburg VAMC primary care leadership team was to identify targeted and effective ways to improve and sustain key Veteran experience performance metrics that feed into the VA’s national performance measurement system or S.A.I.L. (Strategic Analytics for Improvement and Learning Value).
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Culture & Leadership | Patient Family & Community Engagement
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Watch this webinar to learn about the Patient Experience Partner (PXP) Program at North York General Hospital (NYGH), a 480-acute care bed community academic hospital in Toronto, Ontario, Canada. The presenters will provide an overview of a specialized volunteer program for the purpose of informing hospital service design through the patient and caregiver lens. PXPs
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Culture & Leadership
Broaden the Scope of What You Consider Experience
Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a recent consumer survey about public values in healthcare experience. Listen in as Cuen shares key insights and emphasizes the importance of seeing the bigger picture of experience by focusing on
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Culture & Leadership
Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes
Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience into daily operations. To address this, OSF developed a step-by-step approach that enabled leaders to naturally incorporate patient experience best practices into their work. Monthly plans spelled out everything leaders needed to know to be successful, from purpose and role definitions
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