Quality trumps size in patient experience

by Jason A. Wolf This week began with Inauguration Day. Regardless of political philosophy or preference, it is one of the most powerful examples of democracy at work with its symbolic representation of the freedom of choice. It also was marked by the Martin Luther King Jr. holiday, which has deep meaning for so many and reminds us all of the responsibilities we have for one another. These powerful examples of choice and of caring also are rooted in the hearts of those in healthcare and guide the actions we take when addressing the healthcare experience for patients, families and peers. In previous blog posts I have addressed the power of choice in ensuring the greatest experiences and the importance of our humanity in our considerations as we address this issue. While these are great in concept, they are simple in action. In fact, with all the grand scale interventions, programs and processes many attempt to implement in addressing the overall experience, it is perhaps those quality individual moments and personal encounters that can have the greatest impact. To put this in perspective, I'll use a non-healthcare and a healthcare example. My most recent experience with the idea that quality interactions trump service programs came in an encounter with my cell phone provider. I travel often and spend a great amount of time on my phone. I had exceeded my minutes and was facing a particularly large overage fee. I called the provider and the service representative was ...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs