Leaders  

The Patient Experience Designers

We assist Leaders in:

• Establishing a Strategy through a Planning Process
  Depending on your needs, the strategy may address:

• Patient satisfaction scores and rankings
• Desired patient experience characteristics
• Patient-centric leadership and employee competencies
• Employee accountability for experience delivery
• Leadership and HR processes that reinforce the patient-centric employee competencies
• Desired employee experience characteristics and satisfaction   
• Physician and Board support and satisfaction
 

• Enhancing Leadership Commitment and Growing the Momentum
  Examples of the programs and services we can provide include:

• Individual Leader and Leadership Team Personality Assessment
• Leadership Competency Assessments
• Executive Coaching
• Patient Satisfaction Improvement Team Building Retreats
• Linking the Patient-Centric Strategy to Each Department's Performance
 

• Enhancing and Reinforcing Patient-Centric Leadership Competencies
  Examples of the available workshops include:

• "Total Service Leadership"   
• "Enhancing Patient and Internal Customer Satisfaction from your Department"   
• "Shaping a Patient-Oriented Culture"   
• "Obtaining Hospital-Wide Alignment Through a Strategy Map and Metrics"   
• "Your Role in Coaching Patient-Centric Behaviors"   
• "Recruiting, Interviewing and Selecting Patient-Oriented Employees"   
 

• Developing a Communication Plan with the Patient-Centric Strategy as a consistent message
  Examples of communication services we can provide include:

• Business Plan, Vision, and/or Values Statement
• Employee Forums and Line-Up Meetings
• Monetary and Non-Monetary Reward and Recognition for Desired Behavior and
  Results   
• Job Descriptions and Standards of Performance   
• Manager Rounding
• Website and Newsletter Messages
• Communication Boards
• Communicating Change
 

• Measuring Results and Addressing Outcomes/Behaviors
  Examples of measurement services we can provide include:

• HCAHPS Instrument
• Your Current Survey Tool, Methodology, and Results
• A Patient Experience Index with Measures for Each Department
• Patient Focus Groups
• Mystery Patient Programs
• Internal Customer and Service Report Cards   
• Employee Climate/Satisfaction Surveys and Focus Groups
• Patient Experience Audits
• Process Benchmarks
• Physician Satisfaction
• Financial Performance: Revenue Generation and Expense Reduction Results to Justify the Process
 

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