2013 was a big year for healthcare experience improvement. Value-based purchasing entered its second year, cost pressures continued to increase, and the expectations of patients, families, physicians, and staff continued to reach new heights. As we look ahead to 2014, we reflect on our past experiences, if only as a launching point to the tasks and opportunities that lie ahead.
Below are links to the top 10 most read Experience Innovation Network blog posts – many of the lessons, insights, and examples still apply for the coming year.
See how simple practices such as Code Lavender™, a Sacred Moment at Admission, Informed Hope, Random Acts of Kindness, and creating alignment between Lean and experience improvement teams can create loyalty and growth for both patients and employees.
It’s not just what you do, it’s how you do it. In this post, learn how to elevate rounding from something that is done as part of a checklist to a sustainable practice that builds connections with patients and families.
At Maple Grove Hospital in Minnesota, executives believe firmly that engaging employees, hearing their voices, and providing opportunities for their continued connection and growth is the best path to loyalty and growth. It’s working. Learn some key tactics that help hardwire excellence.
How much is HCAHPS improvement really worth to your hospital or health system? We built a simple model that calculates the dollar value of improvements. With hard numbers, patient experience stories take on a whole new meaning.
Craig Albanese, M.D. of Stanford’s Lucile Packard Children’s Hospital is a veteran clinical quality, process improvement, and experience expert. He has a vision for a healthcare system no longer in need of “service recovery.” Read his thoughts of getting ahead of the healthcare service game.
What happens when you apply MIT research to healthcare experience improvement? You learn that patients give heightened attention to key moments of joy or of pain. Learn how reducing variability gives you an advantage in long-term improvement.
We think of the healthcare experience as hinging on the work of doctors and nurses – and it does. But that doesn’t mean that others in the healthcare don’t have a profound impact on patients and families. Read about how a young medical transport professional made a lasting impression on the patients he served.
No redesign process is complete without the candid and thorough perspective of the patients and families the system is being designed to serve. Read the top 10 recommendations for improving your first impressions from an insightful group of patients who lent their expertise to our xLab design session on improving pre-arrival communication.
The Experience Innovation Network’s twice annual CXO Roundtables are gatherings of top thought leaders in healthcare transformation. The insights on how to improve experience, improve outcomes, control cost, and restore joy to the practice of medicine fly fast and furious. Here are the top 10 pearls from our April 2013 meeting.
It’s not always the largest hospitals or systems that are the most innovative. Cullman Regional Medical Center in Alabama has an innovative spirit and a can-do attitude that has it leading healthcare transformation across the country. Learn how CRMC used a simple technology to reduce readmissions by 15%.
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