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  • Hospital Impact - Hospitals add video to healthcare marketing toolkits
    allow people to shoot quick raw video footage that can be easily uploaded to the Web They also allow users to add a caption location hashtags as well as tag people and post to other social media The biggest difference is Vine videos are shorter and automatically loop while Instagram videos play once and stop The good news is both offer low cost videos that almost anyone can shoot with a smartphone Hospital marketers should think of Vine and Instagram videos the same as posting a tweet on Twitter They are short and sweet and convey a limited amount of information with a limited shelf life What s interesting is despite Instagram s higher reach numbers and tools Vine continues to be a major player Hospital marketers seem to have adopted Vine faster than they re adopted Instagram videos Why It may be because Vine has been around longer and was the first micro video tool However it may simply be that hospitals are comfortable using Twitter and this has made adopting Vine videos easier There have been a number of hospitals that have successfully adopted Vine Detroit Medical Center has been tweeting Vine videos of a Zumba class and construction of its new heart hospital Ronald Reagan UCLA Medical Center live tweeted the first brain surgery using Vine and Instagram photos MultiCare a health system based in Tacoma Wash created Vine videos of gallbladder surgery and the University of Colorado Health used Vine videos to document a partial knee replacement surgery However before you start using one of these cool micro video apps here are a few things to consider Have a clear objective Be clear about what you re hoping to achieve with the video because this will impact the approach you take For example if you want to create a teaser for an event you may want to have a series of different short videos If on the other hand you want to increase awareness about a service line by live tweeting during a medical procedure or maybe following a patient through his her recovery it will be important to think of these videos as a series that needs to work together Create a storyboard Because Vine and Instagram videos are so short the videos need to be carefully planned The best way to do this is to create a storyboard of the images you want to capture in the video Provide context If you re using a combination of live tweets Vine videos and Instagram photos videos the best way to capture this activity is through Storify This will save information together to help tell the story Micro videos are so short they have more meaning when shown in a series or in combination with tweets and supplemental images Videos have the potential to change the way hospitals communicate with consumers However to be effective hospital marketers need to have clear goals so they can find the video format that is right for them Jenn Riggle

    Original URL path: http://www.hospitalimpact.org/index.php/2013/09/03/hospitals_add_video_to_healthcare_market (2016-02-10)
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  • Hospital Impact
    now are changing the way hospitals engage with patients More importantly they enable hospitals move away from promoting their service lines and quality scores to creating information that is jargon free and meets patient needs Read more Leave a comment Patient centered care must haves Convenience flexibility January 9th 2013 by Jenn Riggle With patient satisfaction now tied to reimbursement hospitals are focusing on the little things that improve people s hospital stay They re hiring consultants from Disney and Ritz Carlton to teach them how to improve patient experience address complaints and add a compassionate touch to serious medical care While these are important they are only part of the equation In today s multitasking world people are trying to find ways to squeeze exercise and doctor s appointments into their already busy schedules And with the rise of urgent care centers and clinics people have more choices than ever about where they go to receive care That s why hospitals must remember one of the important tenets of customer service Know your customer and provide services that meet their needs Read more Leave a comment Humanity The heart of patient experience success December 19th 2012 by Jason A Wolf As I look back at all that was written and shared during this past year on patient experience not only in my previous blog posts but in the words shared by so many patient experience leaders caregivers hospital administrators physicians patients and family members I was moved to find compelling powerful and even emotional themes As readers you were drawn to the stories shared about the experiences people had and it brought home an important point As much as we in healthcare strive to provide the best patient and family experience enact effective strategies and tactics and implement the required policies we must remember we are patients and family members ourselves In the talks I share and in visits to healthcare organizations I witness what I believe rests at the core of the healthcare experience we are human beings taking care of human beings Read more Leave a comment Social media advertising is secret sauce to engagement November 28th 2012 by Jenn Riggle Social media advertising may seem like selling out to hospital marketers Although we may not like to admit it we tend to be social media purists Blame it on our Pilgrim ancestors and their puritanical ways but marketers often believe if they don t organically earn social media followers and drive engagement it s not genuine Oh we may be comfortable purchasing some ads on Facebook but developing a social media advertising strategy seems like cheating That s why it s important for hospitals to put aside their misgivings and think seriously about how they re promoting their content Social media advertising might drive people to your Facebook page video or website but you need great content to keep them coming back Read more Leave a comment Previous Page Next Page Enter your search terms Submit

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=jenn%20riggle&page=1&disp=posts&paged=3 (2016-02-10)
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  • Hospital Impact - The secret to patient experience success
    So on what is the centrality of needs built and how does this move us towards patient experience success First experience is a systemic effort It cannot be done in isolation but rather is a comprehensive and integrated effort built on broad input and engagement This input represents voices from leadership to the front lines of care patients and residents families and loved ones and includes the broader community You build experience not for but with and each interaction you have is and will remain unique Second experience is designed to fit your organization and the people in your care No one provider no one vendor no one organization holds the ultimate answer to the experience riddle The greatest successes I see are those organizations willing to pull from the best of all they can across all the information available to meet their unique needs In proceeding choose partners and resources that value and integrate your own organizational identity in any plan That will take you the farthest down the path to experience success The patient experience centrality of needs provides a visual layering of efforts to consider from an inner ring of interactions subsequently to process and then services It is through this layered approach where you can build an effective experience effort I have seen the greatest potential for impact at the core in mastering interactions but acknowledge you must start where you are comfortable where you are willing to commit The areas of focus include Personal interactions Commit to engaging with all human beings in the care experience from patient and family to providers of care and community Personal interactions are both the most basic and most powerful tool in experience improvement This is also where the foundation of clinical excellence is established Operational processes Focus on delivering excellence in user experience Ask yourself do your processes for example wait times or discharge processes allow for seamless encounters minimal delays quality and safe outcomes and efficiencies for both the caregiver and recipient of care Superior services Consider providing positive environmental factors and services including amenities from for example parking to room service that add a wow factor to what you do In considering this layer I want to be clear that amenities alone do not equate to experience they reinforce it nor are they ultimately necessary for superior performance if you are successful in the more central needs In addressing patient experience performance we must acknowledge uniqueness reinforce the power and importance of interactions turn our attention to the execution of fundamentals and make the space for all voices to not only be heard but also matter The secret to patient experience success may be no more complicated than that and I believe you knew that all along 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

    Original URL path: http://www.hospitalimpact.org/index.php/2014/06/25/the_secret_to_patient_experience_success (2016-02-10)
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  • Hospital Impact - Patient experience is not just the latest fad
    earlier blog The second component is a core and community developed body of knowledge which identifies the key skills and knowledge central to understanding patient experience The third component is an expanding research base as exemplified by the open access Patient Experience Journal and other outlets for rigorous academic work that push the boundaries of thinking on the subject Finally there is professional certification and academic programming focused on developing future patient experience champions All these efforts support the ongoing patient experience movement Here are four critical suggestions from panelists that can help us start moving our patient experience efforts forward Reignite the passion and purpose of healthcare employees Santalucia stressed the importance of remembering why we chose this work in any role we play in healthcare across the continuum This reminds us that in healthcare we are human beings caring for human beings and that must be the foundation on which we build any experience effort Set and reinforce clear expectations Westbrook pointed out that our primary means of delivering experience is from one person to another To do this successfully we must set clear expectations with people at all levels It s critical people know what the right thing looks like and encourage those behaviors through acknowledgement and recognition Perfect methodologies for engaging patient voice Padilla expanded the conversation on expectations by reminding us at the end of the day the patient experience is the patient s We must listen and gather expectations from patients more effectively and with greater capacity Patient voice should guide us and direct us in our efforts Shift our attention from the what to the how Leebov suggested for all the whats we hope to do in patient experience improvement it ultimately comes down to how we do them I shared this same thought in a recent Hospital Impact blog post on my own family experience while I saw many tactics put in place to address experience it was the how of our care how our experience service quality and safety were handled that made the impression on us Patient experience is not a complicated affair It s truly about clarifying our intention acting with focus and commitment and making the right choices in every moment to engage patients family members and our peers with dignity respect care and compassion There are great opportunities and significant possibilities ahead for the patient experience improvement Each of us can and should play a role in the movement I m sure it s what we would want for our loved ones and ourselves 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

    Original URL path: http://www.hospitalimpact.org/index.php/2014/05/22/perspectives_on_patient_experience_it_s (2016-02-10)
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  • Hospital Impact - Considering the totality of patient experience
    must explore what we mean by patient experience The definition of patient experience is the sum of all interactions across the continuum of care The suggestion here is simple Regardless of your role in healthcare today from providing care to offering support services in direct care settings or in operational roles every individual process or concept in the healthcare continuum plays a role in the experience of patients and families The definition also suggests critical concepts such as patient and family centered care quality and safety efforts like never events and now always events and even scheduling discharge and revenue cycle processes all are part of the experiences of patients and families This too does not diminish any of these key aspects of care but instead strengthens our ability to see them as integral and integrated parts of a more powerful whole To recognize the totality of patient experience I offer the following ideas 1 Value distinction with a caveat Celebrate the valued distinctions of our roles and ideas but acknowledge our patients have but one experience in our care We must continue to find opportunities to think systemically and provide solutions with a team focused perspective 2 Design build and rewire for agility With the speed of change in healthcare today deep rooted distinctions make rapid reconfiguration difficult at best We must structure our organizations to respond to or even proactively address the global changes impacting healthcare 3 Unearth the passion that brought many to healthcare If experience originates from the culture organizations that deliver it we must strengthen that foundation by reconnecting people to why they chose healthcare in the first place All too often I hear healthcare workers say the systems and processes have blanketed their passion While these are necessary evils of organizational life they need not impede the true purpose of our work 4 Recognize we all play a role in the patient experience This is no longer someone else s responsibility While organizations need a senior leader to guide experience efforts we must ensure every individual understands they have a choice at any moment to affect the experience of a patient or family member and experience occurs regardless of whether they choose their actions Let s challenge our conventional wisdom in healthcare and our need for distinction for distinction s sake We have significant opportunities to learn from and act upon our collective wisdom It is time to consider the totality of patient experience 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 hospitals replace

    Original URL path: http://www.hospitalimpact.org/index.php/2014/02/19/the_totality_of_patient_experience (2016-02-10)
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  • Hospital Impact - The power of celebration in patient experience success
    of healthcare is that for all that is done every day we must find the time to pause be it however simple or succinct to take in what we have accomplished We must refresh and renew our purpose acknowledge those that impact ours and other s lives and take a moment to reflect on the impact we have and recognize the situations that influenced us personally As a proponent for strong and vibrant organizational culture I see time and time again those organizations that outperform are ones that take the time to reward and recognize their team take stock of their accomplishments reassess their direction and purpose and find the space to recharge and renew their efforts These are not complicated actions and in fact are quite the opposite in providing the opening for celebration you clear the decks for even greater things to happen I have yet to meet a human being who does not appreciate a kind word of acknowledgement for accomplishments or encouragement for actions underway These are truly priceless and relatively inexpensive tools in a work environment that in its chaos can at times take more than it gives back Yet those of us in healthcare seem to continue to give and give again With that I offer a few considerations as you look to make celebration a part of what you do Find simple ways to acknowledge and recognize what people do each day be it peer to peer or from leadership There is powerful fuel in these efforts Create the space for a culture of appreciation to flourish while being mindful not to dilute the power it has For example giving away a gift card for every little thing ultimately drains the power of a true acknowledgement of accomplishment Be willing to think beyond the typical Celebrations are about the chance to dance in the moment literally and or figuratively So think about what fits your organization your culture and your people and try it Take the time to think big There is value in organization wide celebrations and they need not be expensive Thoughtfulness trumps dollars in almost every case As I think back to all those individuals who impacted my patient and family experience I hope they were acknowledged recognized and had the chance to celebrate I also hope they have a chance to recharge refresh and relaunch their efforts by taking advantage of Patient Experience Week The thought of thousands around the world taking stock and rallying around their patient experience efforts the outcomes they have achieved and the ongoing impact they will have is inspiring There is great power in celebration I look forward to hearing how you choose to celebrate your efforts Most importantly I encourage you to take the time and ensure you do 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

    Original URL path: http://www.hospitalimpact.org/index.php/2014/04/17/the_power_of_celebration_in_patient_expe (2016-02-10)
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  • Hospital Impact
    2014 by Jason A Wolf In a Hospital Impact blog post last year I shared three critical balancing acts to sustaining patient experience performance that focused on leadership people and culture When looking at these areas it s important to recognize that the dynamic and chaotic world we experience in healthcare requires constant movement Any stagnation only leads us to fall behind Our ability to hold the dynamic tension of the healthcare environment allows us to find the greatest opportunities for excellence and improvement in patient experience Through my experience and through the stories of many others I can confidently say there is no one right way for us to achieve excellence In fact if someone claims they have found it challenge those assumptions It is the confidence of finding the right way that ultimately stagnates our ability to improve grow or learn That is not and should never be the intent of efforts to improve patient experience in healthcare organizations Rather it comes back to a willingness to constantly ask questions try new things and avoid being lured in by promises of best practices or prepackaged solutions Patient experience improvement is work unique work that while guided by efforts proven to work in other situations must still be tested applied or adapted for your own environment Read more Leave a comment What if patients designed experience surveys November 20th 2013 by Jason A Wolf In a recent Hospital Impact post I shared the experience I had during the birth of our son this spring I stressed an important point that continues to emerge in the many conversations I have with caregivers patients and family members the how trumps the what in patient experience success With all that I believe to be central to the improvement of patient experience I also have been increasingly aware of some gaps in the overall process itself and want to poke a bit at our accepted practices In conducting interviews for an upcoming paper exploring the measurement of patient experience I thought of my first opportunity to receive albeit indirectly an HCAHPS Hospital Consumer Assessment of Healthcare Providers and Systems survey just weeks following our son s arrival While I have addressed both the value and limitations of this survey when helping my wife answer the questions I found many things I could not respond to Read more Leave a comment Think small for big patient experience results October 17th 2013 by Jason A Wolf I am inspired No not by the great collaborative achievements of the United States Congress Not even by the growing willingness among previously competing healthcare organizations to share ideas for improvement as now value trumps volume quality trumps productivity and experience drives real dollars I have found my inspiration in those who are thinking small to make big improvements and have significant impact I have seen something happening that may get overlooked in the chaotic healthcare environment In recognizing that with experience what matters most may very well be

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=Jason%20A.%20Wolfe&page=1&disp=posts&paged=5 (2016-02-10)
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  • Hospital Impact - 3 steps to create hospital culture of innovation
    at four prototypes of corporate cultures Research conducted by Kim S Cameron and Robert E Quinn and published in Diagnosing and Changing Organizational Culture led to the formulation of a model of four dominant types of organizational cultures Hierarchical culture Focuses on control rules and processes Ad hoc culture Innovative culture where ad hoc decisions are encouraged empowerment is critically important and leadership is about vision imagination and innovation not processes or controls Strong hierarchies are typically diametrically opposed to strong ad hoc or creative cultures Clan culture Emphasizes getting along and working together clan culture embodies the family metaphor of caring about each other often even more than results Market Culture Highly competitive market oriented and results driven cultures opposite of clan where winning is of paramount importance perhaps at the risk of internal rivalries and creative business environments Remember that the most effective organizations have a balance of cultural values and behave in ways that enable new ideas to emerge while ensuring that processes work and compliance provides rigor and market relevance Let s assume you assessed your culture and you re ready to start the journey to change it Your entire team decided that it cannot just do more innovative things but that it must actually create a more innovative culture empowering people throughout the organization to develop new ways of solving problems In this new culture people must believe in their own ability to make new things happen There are three steps for transforming your culture into a more innovative one It s all in the story Get your people to tell a story that shifts ⠜the undesirable of today into the desirable of tomorrow ⠜ Story telling begins the process Have your team tell you stories about what they do to solve a particular problem or get a job done Then ask them to envision how they would prefer to get different results or have a different way of solving those problems in the future Set up practice session where you can create small wins Once you have your team starting to tell the new you story they need to identify how they will know that the changes the innovations are working as they had imagined We like to think of these as small wins and you will need a lot of small wins Think of them as practice exercises and make sure the new clearly is preferential to the old More of Less of is a simple often overused but highly effective method for scoping out innovation and getting team commitment to changes that must take place What will you really do more of and less of The exercise of More of Less of is well suited for a re write and re design of the solution you are working on Ironically the most successful companies are managed by people who understand that they need some of each of these types of cultures Too much rigor and rules limit an organization s

    Original URL path: http://www.hospitalimpact.org/index.php/2014/07/17/3_steps_to_create_hospital_culture_of_in (2016-02-10)
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