How to maintain a path to patient experience excellence

by Jason A. Wolf In recent Hospital Impact posts we have see a continued discussion about how the patient experience family is growing, the movement is progressing and the processes to address this issue are continually under refinement. This idea of "a body in motion stays in motion" (in this case the patient experience movement) is perhaps most pertinent in the exploration of organizational performance. As I travel and visit with healthcare organizations I am consistently asked what the best are doing: How are they addressing their issues, managing their processes, improving their outcomes? Perhaps my reply may seem short when I suggest there are truly no best practices but rather proven practices that are shown to have an impact in a certain situational setting, in a particular environment with a specific set of factors. To recreate all these items to have a practice respond the same way is hard to do at best. I share this not to be discouraging, but to suggest a new way at looking at improvement and performance overall in addressing patient experience. My research has revealed that to sustain performance, organizations do not simply fine tune or reinforce these characteristics, they in fact move in and around them. The bottom line being performance in healthcare organizations is not as much about what specific actions you take as it is about how you consistently challenge, review and refocus what it is you are doing. I was reminded of this in a conversation this ...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs