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  • Hospital Impact - Patient experience, satisfaction not one and the same
    Satisfaction the idea of how positive someone feels about an encounter is an important metric but experience encompasses more than just a sense of satisfaction Satisfaction is in the moment but experience is the lasting story It is defined in all that is perceived understood and remembered And patient experience encompasses much more than creating happy patients It is about ensuring the best in quality safety and service outcomes So how do we respond to the new consumer mindset in healthcare In speaking with leaders across the continuum some key ideas continue to emerge Ensure you have the right people on board who will provide the kind of experience you aspire to deliver and work to support the passion and purpose these individuals bring to work every day Express and model unwavering leadership support and acknowledge leadership must occur at all levels In any moment of interaction with another individual people are making leadership choices Set and reinforce clear expectations for behavior responsiveness and communication and help people understand why it is important Perfect methodologies for engaging patient and family voice and act as appropriate on the information you gather Create ease of access simplicity of process at points across the continuum and reinforce the importance of follow through Ultimately to compete and thrive in an experience marketplace we must think beyond anything satisfaction can ever represent It is critical when choice drives the market that we create the greatest opportunities for brand loyalty This may be more significant in healthcare than in all other service industries In fact a 2011 PWC Customer Research Study showed that personal experience had almost two times the impact on choices in healthcare then the next closest industry hotels and hospitality As one colleague shared with me on the topic I don t know another industry where you can make an appointment and then not be seen until an hour after your scheduled time and have this be the accepted norm I would say the time for those types of norms is vanishing quickly The conversation on experience in healthcare is not a passing phenomenon It will become the foundation on which it grows towards the future Clinical quality safety and positive outcomes while part of the miracle of healthcare are not exceptions but rather expectations all consumers now have The differentiating factor will be on our ability to recognize the power of a comprehensive experience effort grounded in the people that comprise your organizations focused on the needs of your consumers the patients and families you serve and reaching well beyond the traditional ideas of satisfaction In making that choice great potential awaits Jason A Wolf Ph D is president of The Beryl Institute where he specializes in organizational effectiveness service excellence and high performance in healthcare Follow Jason jasonawolf and The Beryl Institute berylinstitute on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital

    Original URL path: http://www.hospitalimpact.org/index.php/2014/07/24/patient_satisfaction_experience_not_one (2016-02-10)
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  • Hospital Impact - Patient experience about much more than smiles
    with significant implications for action Some of the central ideas include Match the sample size to your intentions Be clear on how you intend to use your data and for what reasons as you make measurement decisions Samples should match commitments Don t rely on mandates to represent all you need to or should address in your environment While CAHPS surveys provide consistency clear comparative data and a level playing field these mandated questions may leave you with limited information on which to act Consider what else it is you are trying to understand and affect Use experience data as a key strategic resource The use of experience data to shape support or reinforce broader strategy has begun to delineate those engaging in measurement for the sake of requirement or compliance versus those focused on strategic progress and overall improvement Recognize measurement is not an end in itself but a means to plan for action and lead change Measurement must lead to a more significant end The greater purpose of data is to plan inspire and provide milestones for improvement and change Ensure experience measurement includes all voices Beyond the desire to understand patient perspectives there must be intentionality in gathering the perspectives of your people to understand commitment and alignment to purpose It is through this broader data set that strategic decisions are best made Use transparency of data to establish and reinforce accountability Transparency in measurement especially in the realm of patient experience must reach beyond publicly reported scores and tie back to the expected behaviors and actions of caregivers overall Expand measurement to understand the full experience continuum Understanding the overall care continuum including impact of transitions provides greater awareness of improvement opportunities As we explore the real value of measurement on experience don t substitute data for the value found in personal interaction At the end of the day in healthcare we are fundamentally human beings taking care of human beings While surveys provide critical points of objective data the proliferation of surveying also puts us at risk for removing the human elements of communication and understanding The gathering of data and the power of human interaction are not mutually exclusive and are both means for gathering information for action and improvement There is great power in both gathering AND understanding the voices of patients families and your team Recognizing this is about much more than smiles we have a clear starting point for valuable and significant improvement Jason A Wolf Ph D is president of The Beryl Institute where he specializes in organizational effectiveness service excellence and high performance in healthcare Follow Jason jasonawolf and The Beryl Institute berylinstitute on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More

    Original URL path: http://www.hospitalimpact.org/index.php/2014/01/22/patient_experience_smiles (2016-02-10)
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  • Hospital Impact - Appreciation: A catalyst for patient experience success
    ensuring we care for those providing care and in doing so create the ability to provide the best in experience It was even more explicit in my recent visit to learn more about Virginia Mason s experience efforts in which each person patient or staff is acknowledged for their voice and value they bring It seemed the idea of appreciation showed up up in every direction I looked When I saw appreciation it was more than just the simple yet powerful words thank you It was the wrapping in which they were presented At times it was not even those specific words but actions that reinforced the power of appreciation I decided to dig a little deeper into the idea that appreciation itself is a powerful tool in engaging with others especially noting experience excellence is primarily grounded in the interaction between two people In looking at the definition of appreciation I discovered three variations on a theme that frame some important considerations as organizations continue their patient experience improvement journeys First appreciation means being grateful This was exemplified by my encounter at the physician s office There was a genuine sense of thankfulness in my encounter How do you express this thankfulness in your own organizational environments for both your people and those in your care Second appreciation means understanding the worth or importance of something This is the power of acknowledgement and where dignity and respect are best exemplified When we can show we understand the importance of someoneâ s situation especially for those we are working to heal or to ease suffering we do important work Lastly appreciation means having an increase in value Wouldn t it be incredible to help those in our organizations and those we care for feel an increasing sense of value in their encounters with us While it may not be monetary there is great significance in growing confidence restoring purpose or providing hope That may be the most important opportunity for appreciation we have For a simple word it was a profound discovery If we can build appreciation into our experience efforts be grateful understand importance and increase value we have in one word driven some of the most critical interpersonal interactions we can to ensure the best in experience for all we engage The opportunity to apply one concept in three significant ways is a powerful tool and personal resource in driving experience excellence In many ways appreciation in its simplicity may be one of the most powerful catalysts for patient experience success Jason A Wolf Ph D is president of The Beryl Institute a global community of practice focused on patient experience improvement and founding editor of Patient Experience Journal Follow Jason jasonawolf The Beryl Institute berylinstitute and Patient Experience Journal pxjournal on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama

    Original URL path: http://www.hospitalimpact.org/index.php/2014/11/20/appreciation_a_catalyst_for_patient_expe (2016-02-10)
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  • Hospital Impact - Support, care for health workers to improve patient experience
    roles who deliver that care or overall experience More We cannot and should not expect those providing care to shed their humanity for an elusive level of pure perfection We should expect thought that they do all they can with their knowledge skill and power to provide the best in experience and outcomes in each and every encounter We must also then acknowledge this is not easy work it comes with rigors stresses and emotions many others never experience These individuals commit to care for other people So I ask should we not ensure we care for them as well I hear increasing conversation about the importance of staff employee engagement in healthcare mirrored by the expansion of these very services by a number of the patient survey firms gathering this data But in this case I m not talking simply about creating engagement i e the emotional commitment and sense of ownership an employee has to the organization and its goals Rather I suggest we need to create an environment of care for those delivering and supporting care as well How do we do this Consider these ideas to get started Acknowledge those providing supporting the care of others are human as well We must be mindful that these individuals must deal with the stress and emotion of their encounters Provide the opportunity for ongoing learning and development retraining and review In order to deliver the best care we need to prepare and reinforce what that is can and should be Ensure systems of reward and recognition to reinforce and share what is important and valued Offer opportunities to debrief and share victories and lessons learned as well as fears and mistakes Surfacing issues leads to greater understanding shared learning and sustained knowledge and performance A mistake if it happens must also be a lesson If it happens again specifically in healthcare the system itself has missed an opportunity and failed Provide the opening for feedback and input without fear of reprisal Some of the greatest ideas come from the places you least expect We should not stand in the way of this happening Provide the opportunity for downtime and rejuvenation As healing takes restfulness mindfulness and relaxation so too does the ability to deliver on that healing promise As I engage in conversations with individuals and organizations about what impedes their progress to patient experience success I consistently hear stories of time constraints and competing priorities This isn t surprising as most of the healthcare systems globally are asked to do more with less in terms of both resources and people But if we re truly committed to achieving the best in experience and outcomes we need to do all we can to take care of the mechanism of delivery the people providing care In doing so we create the strongest foundation on which to build safe quality and service focused encounters across all healthcare settings In taking care of those who provide care we will excel at

    Original URL path: http://www.hospitalimpact.org/index.php/2014/10/23/support_care_for_health_workers_to_impro (2016-02-10)
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  • Hospital Impact - Hospitals must define patient experience
    experience is delivered at the numerous touch points it s built on the types of organizations we choose to be and it must actively engage patients and family members as partners on the journey This leads us back to the question how do we start the process of creating a definition for our organization I maintain definition is the first of the key strategic considerations in any experience effort In a recent article Defining Patient Experience published in Patient Experience Journal identified a critical set of themes central to existing definitions I believe helps create a definition that works for your organization They include Acknowledge the need for a definition This may be the easiest to understand and the most difficult to address This is not an empty exercise or lip service but purposeful focus and intent Cover the continuum of care Definitions must acknowledge the breadth and complexity of the experience in today s healthcare environment and opt for wider reach Look beyond survey results Purpose is not about the percentile you achieve but about the greater outcomes you hope to influence through your actions Focus on expectations Definitions must acknowledge the needs and expectations of all in your care and all who help in providing care consider what voices to include and engage Align with patient centered care principles Fundamentally patient centered care principles including respect and dignity information sharing participation and collaboration are excellent guides for action Experience is about more than just centeredness it s a partnership with all in the process Recognize individualized care Definitions must support the idea that with clarity of purpose you are not suggesting a one size fits all model Rather experience is personal and unique Address more than satisfaction In a previous blog I made the case for why experience and satisfaction are not one in the same Experience is and must be much more Your definition ensures this The definition must be simple clear and true to who you are and honors the voices of all in and served by your organization As a result everyone in your organization can confidently and proudly share it If you believe providing the best in experience is fundamental to who you are as an organization and I would hope this is every healthcare organization then you owe it to yourself and those you serve to take the first step Define patient experience for your organization adapt adopt or author your own In doing so you will lay the foundation for the positive outcomes we all aspire to deliver and hope to receive Jason A Wolf Ph D is president of The Beryl Institute a global community of practice focused on patient experience improvement and founding editor of Patient Experience Journal Follow Jason jasonawolf The Beryl Institute berylinstitute and Patient Experience Journal pxjournal on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in

    Original URL path: http://www.hospitalimpact.org/index.php/2014/09/25/hospitals_must_define_patient_experience (2016-02-10)
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  • Hospital Impact
    providers bringing innovations to market and most importantly hear from patients and families who share the impact of the teams caring for their needs One thing these experiences reinforce is the wonderfully unique perspective each of us engaging in healthcare brings It is this uniqueness in conjunction with a powerful sense of our collective humanity that offers some insight into the opportunities we have to provide the best in patient experience Read more Leave a comment Patient experience is not just the latest fad May 22nd 2014 by Jason A Wolf I remain steadfast in my belief that patient experience and all it encompasses is not a passing fad but rather much the opposite While some still see patient experience as just another strategic initiative to address I see many more healthcare leaders acknowledging it as the foundation of our work toward a person centered environment focused on quality safety and service There is also great focus and attention on where this movement is going In a recent webinar a group of leading thinkers and practitioners including Wendy Leebov partner at Language of Caring Tony Padilla chief patient experience officer of UCLA Health Carol Santalucia vice president of CHAMPS Patient Experience and Paul Westbrook vice president of patient experience at Inova Health System joined me on a panel to explore the future of patient experience We discussed a wide range of issues revealing significant themes worth exploring as we consider what lies ahead Read more Leave a comment The power of celebration in patient experience success April 17th 2014 by Jason A Wolf I am excited about an upcoming celebration In an earlier Hospital Impact blog post I shared the story of leaving the closing moments of Patient Experience Conference 2013 to witness my son s birth The powerful juxtaposition of perspective that situation provided transitioning from an advocate for unparalleled experience to a recipient of one is now woven into who I am It also taught me a practical and valuable lesson on the importance of all who impact the patient experience each and every day And while I anticipate celebrating my son s first birthday just a few days from now there is another celebration I anxiously await In just more than 10 days the first Patient Experience Week will be begin This idea generated by members of The Beryl Institute community will take place in healthcare organizations around the world What is significant here is the opportunity it represents As a family member at the bedside I saw first hand how an extensive collection of individuals from admissions to food service clinicians to housekeepers impacted my family s experience You see anyone who impacts the lives of an individual in the healthcare system across the continuum from clinic settings to inpatient facilities to long term care home health and beyond plays a significant role It reinforces the critical point that we are all the patient experience Read more Leave a comment Senior patient experience leaders needed March

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=Jason%20A.%20Wolfe&page=1&disp=posts&paged=4 (2016-02-10)
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  • Hospital Impact - New ways to think about hospital-physician engagement
    learning Helping to build trust My only wish for efforts to improve hospital physician engagement is that they be both physician centric and hospital centric Physicians tend to be skeptical of top down initiatives and prefer bottom up approaches to build engagement and a sense of ownership As I wrote in Collaborative Compact after physicians had spent a year revising a physician hospital compact a physician commented My initial thoughts were filled with skepticism as I did not understand the purpose of it However after reading through it I think it is a great outline of the commitment expectations and goals of the organization If we see this organization as physician led then the foundation needs to be laid down The compact is a great place to start in addressing the mission and the goals of the organization Also the philosophy and expectations of the organization are spelled out to the physicians staff and patients The compact makes expectations crystal clear in my mind Those seeking a simpler way to begin might ask their physicians What activities waste your time and What can we do to make your time at the hospital more efficient and effective with the idea of establishing some quick wins to build transparency and trust Despite differences in background and training most physicians and hospital administrators chose careers in healthcare to make a difference in patients lives Focusing on the why helps depersonalize differences and overcome conflicts of the how Kenneth H Cohn is a general surgeon and CEO of HealthcareCollaboration com who works with organizations to engage doctors to improve clinical and financial performance Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare

    Original URL path: http://www.hospitalimpact.org/index.php/2015/02/19/a_new_way_to_think_about_hospital_physic (2016-02-10)
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  • Hospital Impact - Consider advisory panel for strategic planning, physician engagement
    start as panelists or presenters to the medical advisory panel Physicians who helped with fundraising for the new hospital through their contributions and by convincing their patients to contribute An approximate 3 milllion cut in physician preference items Co management agreements with orthopedists and cardiologists A physician champion who prided himself on two decades of not serving on a hospital committee and who said for the process to work the hospital needed to undergo a cultural enema became sufficiently enamored with the data driven interactions with his physician colleagues So much so he wrote We evolved from a self interested view of what the hospital should do for us as physicians to a more empowered view of how the hospital could employ limited resources to improve care for the community Through the process of discovery we began to think and act more as long term partners and co owners than short term customers and renters In this era of disruptive innovation engaged physicians are an essential element of strategic planning and cultural change Kenneth H Cohn is a general surgeon and CEO of HealthcareCollaboration com who works with organizations to engage doctors to improve clinical and financial performance Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups

    Original URL path: http://www.hospitalimpact.org/index.php/2014/10/13/consider_advisory_panel_for_strategic_pl (2016-02-10)
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