The "New Awesome" and the Importance of Fundamentals
Innovation is ideas and execution. Organizations must have the fundamentals in place in order to innovate. The combination of fundamentals and innovation is referred to as the "new awesome."
The speaker emphasizes the importance of step two in a complicated formula and encourages the audience to think about getting to the "new awesome" rather than the "new normal."
The Six Key Fundamentals for Patient Experience Teams
The speaker outlines the six key fundamentals for patient experience teams:
- Creating alignment and buy-in
- Listening to patients
- Focusing on human connection
- Looking at data and analytics
- Focusing on the front line
- Process improvement
The most important fundamentals are "focusing on the front line" and "partnering with patients and consumers."
Strategies for Improving Patient Experience
One way to improve patient experience is to use patient shadowing to gain insight into small touchpoints that can drive performance. Hiring people with a patient-centric mindset and providing clear expectations for leadership rounding can also be helpful. Additionally, having associates shadow their positions before they are offered the job can help reduce turnover.
NRC Health is broadening the scope of the patient experience, focusing on understanding how patients feel and what they want, and making human connection more reliable by using tools to make it easier for people in the care team to get an understanding of the patient's context.
Stephanie Turner from UNC Health is integrating Experian data into their electronic clinical records to tailor care team messages and additional marketing materials to each patient to improve engagement with healthcare services. People from different organizations discussed how to use patient experience data to craft messaging and communications. They also talked about scorecards, compensation for scores, coaching for improvement, visual management, patient summaries to build relationships, and cross-training.
Focusing on the Frontline and Process Improvement
Healthcare professionals and people working in food service have been feeling like they are drowning lately, so it is important to focus on the frontline and show them that we are providing fuel for their souls. We can do this by using human-centered design tools such as value stream maps and focus groups to make sure that process improvement is designed around the people it is intended to serve. Additionally, it is important to remember that patients feel the same way, and we must try to engage them in what we are doing rather than just expecting them to follow our processes.
The Importance of Technology
The article discusses the importance of technology and its impact on the modern world. It states that technology has allowed us to connect more easily with people from all over the world, as well as providing access to resources and opportunities that were once out of reach. It also mentions that technology has had a major impact on education, healthcare, business, and many other industries. The article concludes by noting that, while technology can have both positive and negative effects, it is an essential part of our lives and will continue to play an increasingly important role in the future.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to events@beckershealthcare.com
This panel was live on 04/03/2023 at the event listed here.
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