Achieving Patient (aka Customer) Experience Excellence: by Rhonda Dishongh

By Rhonda Dishongh

Written via the world over said specialists within the buyer and sufferer adventure circulate, Achieving sufferer (aka patron) event Excellence: classes From a profitable Cultural Transformation in a Hospital sincerely outlines the foundations and improvement stages of a good purchaser adventure transformation. utilizing an interesting tale, it permits readers to keep on with the adventure of group normal, a healthcare association that went from suffering to being nationally famous for its functionality and shopper delight success.

Demonstrating how group normal was once in a position to in achieving its cultural transformation, the publication provides priceless classes discovered that may be utilized throughout more than a few industries, together with healthcare, telecom, and monetary companies. every one bankruptcy starts off with a case research that describes the stories of the authors—the director of shopper adventure layout, the director of imaging providers, a specialist, and a company psychologist—allowing readers to profit from their good fortune and struggles.

Each bankruptcy additionally encompasses a administration studying part that offers functional recommendation and precious counsel for healthcare managers on their trip in the direction of attaining excellence within the sufferer adventure. Representing many years of battle-tested adventure, this ebook won't in simple terms assist you comprehend the parts required to construct a customer-centric tradition, yet also will give you the mind-set it is important to strike the fitting stability among sufferer (aka client) pride and company benefit.

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Additional info for Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital

Sample text

It was kind of like they owned us. Rank equaled respect. If you were a lower rank, you obeyed orders, no questions asked. Again, I was young, and I acted on the value of not getting into trouble. So, if they outranked me and they said do it, I did it. Because this was my last experience with leadership before I started my career as a civilian, this was the mentality I took with me. When I received my first position in management, I knew failure was not an option. I drilled results out of my staff.

He confronted one of his highest financial performers, Greg, to reassess his work in light of the Patient Experience and required him to focus on patient satisfaction also, even though at that point HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) reimbursement was not yet a factor. Making a clear statement in this case meant following through on the talk with adjusting rewards and recognition to account for patient satisfaction as well as financial and clinical performance.

Include Patient Experience measures as part of the bonus/remuneration s­ ystem for staff. ◾◾ Include Patient Experience objectives in business case templates. The point here is that the hospital clearly and officially commits to making Patient Experience excellence a key strategic goal and makes it known to staff that it is serious about it. The hospital system had more than twenty years of focus and success in patient satisfaction. Community General had that experience as a foundation. There were several challenges unique to this facility that required more trial and error and persistence.

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