Healthcare is personal. Any individual in need of healthcare services becomes vulnerable. The level of comfort and confidence relayed by healthcare professionals at every stage of care can impact positive health outcomes. Long waits, big words and confusing bills may result in delayed care with unintended and harmful consequences. All these elements create the patient experience.
Patient Experience Week is April 22-26, 2019 and provides a focused time for organizations to celebrate accomplishments, re-energize efforts and honor the people who impact patient experience every day. From nurses and physicians, to support staff and executive professionals, to patients, families and communities served. The patient experience directly impacts the aims of the Great Plains Quality Innovation Network to achieve the aims of better healthcare, improved care, safer care and lower healthcare costs.
Michael Winkleman, HWCP, CHSP, PPEC, chief executive officer of Patient X Agency explained why patient experience is a focus for his organization. “Our team was especially motivated to get into healthcare by our own experiences with the industry. When we would go in for care, or when our family members had surgeries, we really started to notice the complexities of the industry and the areas where it needed improvement. We realized there was an opportunity for us to make a positive impact in healthcare and transform the patient experience.”
Each encounter with a healthcare organization creates an impression, from searching the website for provider information to navigating the billing process. Positive experiences build trust and engagement. Healthcare professionals face the increasing demands of developing patient relationships, demonstrating value-based care and achieving positive health outcomes.
Matt Jensen, chief executive officer for Vance Thompson Vision and founder/principal of Matt Jensen Marketing has a clear grasp on the value of patient relationships and shows a clear passion for delighting customers, families, and friends through collecting experiences, not things. While the cutting-edge technology and technical expertise of the optometrists and ophthalmologists assures high-quality treatment, patient testimonials are filled with comments regarding the care and concern of staff. The five star ratings are certainly evidence of employees who value patient experience and display it through high-quality, personalized care.
“Technological innovation is happening at a more rapid pace than ever. The idea technology can differentiate you is becoming less and less. It’s losing traction,” expanded Jensen. “The element that remains, and provides the most impact, is what people experience in real time; and that’s driven by your team.”
To learn more about organization and team impact on patient experience, review the recordings and resources offered in the four-part webinar series hosted by the Great Plains Quality Innovation Network. Celebrating the efforts of a team to impact patient experience is the purpose of Patient Experience Week and the Beryl Institutes also provides resources to help recognize employee efforts.
- Beyond First Impressions: Determining Market Impact on Patient Engagement– January 15, 2019
Presenters: Michael Winkleman, Patient X Agency and Julia Yoder, Brookings Health System
- Facility Branding: Identify and Impact Public Perception– February 12, 2019
Presenters: Becky McElroy, Patient X Agency and Nathan Unruh, DC, Envive Chiropractic
- Employee Ambassadors: Organic Word of Mouth– March 19, 2019
Presenter: Matt Jensen, Vance Thompson Vision
- Following Patient Advice: Creating Positive Change from Negative Feedback– April 16, 2019
Presenters: Tanya Sharp and Tammy Reigle, Boone County Health Center