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Author: Gary Adamson
Publisher: HC Pro, Inc.
ISBN: 1601466099
Category : Business & Economics
Languages : en
Pages : 163
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Book Description
The Complete Guide to Transforming the Patient Experience Gary Adamson; Sonia Rhodes Create exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, The Complete Guide to Transforming the Patient Experience will give you the tools you need to: Assess your organization's patient experience Implement patient experience techniques in your own organization Market your new patient experience to improve market share Unite brand promise with brand experience The Complete Guide to Transforming the Patient Experience comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contents Chapter 1: Story in the Stone: The State of the Experience in Healthcare Chapter 2: Immerse Yourself: The Best Way to Learn About Experiences Chapter 3: An Experience Marriage: Marketing and Operations Together At Last Chapter 4: Experience Drivers: From the Inside Out and the Outside In Chapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive Decisions Chapter 6: A Question of Greatness: Set a New Standard of Organizational Performance Chapter 7: Living Legends: Bring Mission, Vision, and Values to Life Chapter 8: Miniature Treasures, Epic Results: Create Memorable Symbols and Ceremonies Chapter 9: Setting the Stage: Turn Functional Facilities into Healing Spaces Chapter 10: The Fab Four: Develop, Gather, and Tell Your Stories--and Make them Legendary Chapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.
Author: Gary Adamson
Publisher: HC Pro, Inc.
ISBN: 1601466099
Category : Business & Economics
Languages : en
Pages : 163
Get Book
Book Description
The Complete Guide to Transforming the Patient Experience Gary Adamson; Sonia Rhodes Create exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, The Complete Guide to Transforming the Patient Experience will give you the tools you need to: Assess your organization's patient experience Implement patient experience techniques in your own organization Market your new patient experience to improve market share Unite brand promise with brand experience The Complete Guide to Transforming the Patient Experience comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contents Chapter 1: Story in the Stone: The State of the Experience in Healthcare Chapter 2: Immerse Yourself: The Best Way to Learn About Experiences Chapter 3: An Experience Marriage: Marketing and Operations Together At Last Chapter 4: Experience Drivers: From the Inside Out and the Outside In Chapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive Decisions Chapter 6: A Question of Greatness: Set a New Standard of Organizational Performance Chapter 7: Living Legends: Bring Mission, Vision, and Values to Life Chapter 8: Miniature Treasures, Epic Results: Create Memorable Symbols and Ceremonies Chapter 9: Setting the Stage: Turn Functional Facilities into Healing Spaces Chapter 10: The Fab Four: Develop, Gather, and Tell Your Stories--and Make them Legendary Chapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.
Author: William T. Choctaw
Publisher: Springer
ISBN: 3319169289
Category : Medical
Languages : en
Pages : 74
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Book Description
This book provides an organizational model of the common ground needed to improve patient care and adapt to today’s healthcare environment. The relationship between a hospital CEO and a general surgeon and how they aligned, motivated and partnered with physicians to change the culture of a hospital and implement patient oriented systems is the essential element of this text. Sustainable transformation processes will also be presented for the various roles and contributions of the healthcare team. Written from a team perspective, Transforming the Patient Experience is a practical guide for healthcare team members and leaders to follow.
Author: Suzanne Waddill-Goad
Publisher: Sigma Theta Tau
ISBN: 1646480759
Category : Medical
Languages : en
Pages : 296
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Book Description
“This book came at the perfect time… The information is very helpful, and it’s just nice to know so many others have similar challenges.” Trenda Ray, PhD, RN, NEA-BC Chief Nursing Officer Associate Vice Chancellor for Patient Care Services Clinical Assistant Professor, UAMS College of Nursing “Another edition of renewable energy reminding us to be our best! This book takes us on a journey through stress, burnout, and post-traumatic stress and sparks innovative solutions.” Kristin Christophersen, DNP, MBA, RN, NEA-BC, CENP, CPHQ, CLSSGB, FACHE Healthcare Executive and Owner, VitalNow LLC “Beyond Burnout is timely, relevant, and critical to understanding the stressors that plague healthcare today.” Cindi M. Warburton, DNP, FNP Executive Director, Northwest Organization of Nurse Leaders Healthcare professions typically attract those who give deeply of themselves to make a positive difference in others’ lives. But that giving can come at a significant price: burnout. While the healthcare vocation offers myriad options in work settings and career paths, it can also involve tremendous amounts of stress because of long shifts, mental and physical exhaustion, patient challenges, and regulatory changes. When stress and fatigue overtake a healthcare provider’s ability to adequately cope with physically and emotionally taxing circumstances, burnout is often the result, potentially leading to compromises in quality and patient safety. Since the publication of the first edition of this book, the COVID-19 pandemic has only added dramatically to nurses’ and other healthcare providers’ stress, exacerbating existing problems with strained resources and labor shortages. In Beyond Burnout, Second Edition, author Suzanne Waddill-Goad adds new strategies and up-to-date, data-driven information for building hardiness and resilience so that nurses and other healthcare workers can successfully navigate their increasingly challenging environment while reducing stress and preventing burnout. TABLE OF CONTENTS Chapter 1: The Effects of Inherent Stress Chapter 2: A Slice of Reality Chapter 3: Nursing and Healthcare Professions: Art vs. Science Chapter 4: The Impact of Leadership in Nursing and Healthcare Chapter 5: Professional Integrity Chapter 6: The Internal Strain of Silos Chapter 7: The Social Milieu (Culture) Chapter 8: The Clout of Allies Chapter 9: Planning Intentional Quality and Safety Chapter 10: Beyond Burnout: Promoting Optimal Health and Well-Being Chapter 11: Burnout and the Nursing or Healthcare Student Chapter 12: Looking Toward the Future
Author: Michael Maccoby
Publisher: John Wiley & Sons
ISBN: 1118603672
Category : Medical
Languages : en
Pages : 416
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Book Description
Health care organizations are challenged to improve care at the bedside for patients, learn from individual patients to improve population health, and reduce per capita costs. To achieve these aims, leaders are needed in all parts of the organization need positive solutions. Transforming Health Care Leadership provides healthcare leaders with the knowledge and tools to master the unprecedented level of change that health care organizations and their leaders now face. It also challenges management myths that served in bureaucracies but mislead in learning organizations.
Author: Orlando Jay Perez
Publisher:
ISBN:
Category : Hospital care
Languages : en
Pages : 61
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Book Description
Author: Chip Heath
Publisher: Simon and Schuster
ISBN: 1501147773
Category : Business & Economics
Languages : en
Pages : 320
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Book Description
The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work. While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children? This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an experience, as well as the last moment, and forget the rest. Why “we feel most comfortable when things are certain, but we feel most alive when they’re not.” And why our most cherished memories are clustered into a brief period during our youth. Readers discover how brief experiences can change lives, such as the experiment in which two strangers meet in a room, and forty-five minutes later, they leave as best friends. (What happens in that time?) Or the tale of the world’s youngest female billionaire, who credits her resilience to something her father asked the family at the dinner table. (What was that simple question?) Many of the defining moments in our lives are the result of accident or luck—but why would we leave our most meaningful, memorable moments to chance when we can create them? The Power of Moments shows us how to be the author of richer experiences.
Author: Joan Naidorf
Publisher:
ISBN: 9780996663212
Category :
Languages : en
Pages : 128
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Book Description
Physicians enter their professions with the highest of hopes and ideals for compassionate and efficient patient care. Along the way, however, recurring problems arise in their interactions with some patients that lead physicians to label them as "difficult." Some studies indicate that physicians identify 15% or more of their patients as "difficult." The negative feelings that physicians have toward these patients may lead to frustration, cynicism. and burnout. Changing How We Think about Difficult Patients uses a multi-tiered approach to bring awareness to the difficult patient conundrum, then introduces simple, actionable tools that every physician, nurse, and caregiver can use to change their mindset about the patients who challenge them. Positive thoughts lead to more positive feelings and more effective treatments and results for patients. They also lead to more satisfaction and decreased feelings of burnout in healthcare professionals. How does this book give you an advantage? Caring for difficult patients poses a tremendous challenge for physicians, nurses, and clinical practitioners. It may contribute significantly to feelings of burnout, including feelings of exhaustion, cynicism, and lost sense of purpose. In response, Dr. Naidorf offers a pragmatic approach to accepting patients the way they are, then provides strategies for providers to find more happiness and satisfaction in their interactions with even the most challenging patients and families. Here are just some of the topics the author discusses in detail: What Makes a "Good" Patient? The Four Core Ethical Principals of the Clinician-Patient Relationship The Four Models of the Physician-Patient Relationship What Challenges Anybody with Illness or Injury? How "Good" Patients Handle the Challenges of Illness and Injury Six Common Reactions to Illness and Hospitalization On "Taking Care of the Hateful Patient" Standards for Education in Medical Ethics De-escalation Strategies Cultural, Structural, and Language Issues Types of Patients Who Tend to Challenge Us The Think, Feel, Act Cycle Recognizing Our Preconceived Thoughts Three Common Thought Distortions About Patients Asking Useful Questions Getting Out of the Victim Mentality Guiding our Thoughts Through a Common Scenario Show Compassion, Feel Compassion If you're a healthcare provider or caregiver, Changing How We Think about Difficult Patients will give you the benefit of understanding your most challenging patients, and a roadmap to positively changing your mindset and actions to better deliver care and compassion for all.
Author: James Merlino
Publisher: McGraw-Hill Education
ISBN: 9780071833257
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.
Author: Alan T. Belasen, Ph.D.
Publisher: CRC Press
ISBN: 1003846084
Category : Business & Economics
Languages : en
Pages : 227
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Book Description
This book focuses on the patient experience as a leadership strategy. It explores the relationships between coordinated care, expert leadership, provider-patient communications, and the patient experience. When clinical and nonclinical staff collaborate effectively, healthcare teams can improve patient outcomes, prevent medical errors, improve efficiency, and increase patient satisfaction. Surprisingly, however, healthcare leaders tend to prioritize specific metrics to improve hospital performance and patient satisfaction even though patient experience and provider-patient communications are intertwined. Determining the most effective strategy for achieving higher levels of service quality and patient satisfaction can prove elusive for providers. Consider the evidence: a survey in 2012 of more than 17,000 healthcare leaders in North America, for example, found that leaders’ perceptions did not always match the data, and many hospital leaders overestimated the performance of their hospitals. Over 75% of the hospital leaders reported "quality of care" was something their hospital did well, while their patients, on average, rated them lower on perceived service quality. Ten years later, in 2022, only a few providers integrated best practices to achieve high patient satisfaction which severely impacted CMS Hospital Star Rating. This has significant effects on profit margins since patients consider the star rating differentials in their choices of hospitals and are willing to pay upward of 17% extra for treatments in 5-star hospitals, a revenue generating source of income at times when hospitals have seen falling revenues (down 4.8%) and rising labor (up 37%) from pre-COVID-19 pandemic levels. To reduce the gap between perception and reality, hospital leaders can consider the link between communication goals (e.g., responsiveness of hospital staff, pain management, communication about medicines) and outcomes (e.g., increased adherence and compliance, readmission, healthcare delivery costs, hospital overall ratings) as well as improve the patient experience. When intentions and outcomes are aligned, they create a powerful medium by which healthcare leaders can evaluate the gaps that exist between patient care measures and best practices and mitigate organizational or technological factors relevant to improving the patient experience. When the alignment is optimal, care teams develop a better sense of shared purpose, become more committed and accountable, and work together to improve the patient experience. When accomplished, patients participate more fully and actively in the exchange and are discharged with an enhanced commitment to carry out care management requirements. Key topics in this practical guide include provider-patient communications; demonstrating the value of patient-focused care; how physician and nurse executives use synergy as a strategy; engaging board members in promoting quality and safety goals and in developing hospital community partnerships; building bridges between physicians, administrators, trustees, and hospital staff; and developing a leadership pipeline.
Author: Mary Koloroutis
Publisher: Creative Health Care Management
ISBN: 1886624542
Category : Medical
Languages : en
Pages : 736
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Book Description
This follow up title to the award winning Relationship-Based Care: A Model for Transforming Practice shows readers how Relationship-Based Care transforms the culture of care delivery. Written as a field guide, this book will inspire those who are working on the critical relationships that deliver superior care. The Relationship-Based Care Field Guide gives readers a sense of what It’s like to be part of an organization that never stops evolving. Long after Relationship-Based Care is alive and thriving in your organization, it will continue to grow and change. It is an essential resource, no matter where you are on your RBC journey!
