This past week, I was invited to lead a Patient Experience Mastermind webinar on Best Practices and Lessons Learned.
I love that there is a vibrant and passionate community of PX professionals who are continuously learning and sharing their experiences with one another. I was honored to share what I know but even more excited at the idea of discussing and learning from the others on the call.
This was a huge topic so I broke it down into three major categories: Leadership, Data, and Originality. The first two are things I hear being brought up all the time. Culture change doesn’t happen without a firm commitment from leaders and a shared vision across the organization. And there are many more sources of data than simply the H-CAHPS scores. We spoke about all the ways patients and their families tell us about their experiences, yet we only seem to focus on a single number reported monthly.
That third category, originality, is where I spent the most time. There are all kinds of new innovations out there, new tech designed to deliver the ultimate patient experience, new philosophies about doing WITH our patients instead of doing TO or FOR them, and even a new money back guarantee if you’re unhappy with your service. There are new ways of executing old ideas: rounding with an iPad instead of paper and pen, putting your patient and family advisory council members on hospital committees, and moving physicians from ‘on-board’ to actively leading your PX efforts.
The other piece of originality is you. Your personal and professional experiences, along with your natural talents and abilities, all inform your approach to this kind of work. While I love that we can share and learn from each other, we need to bring our authentic selves and not rely on scripting or a cookie cutter formula to success.
Let’s continue to talk about best practices and share our ideas. Let’s talk about approaches that worked and those that didn’t work. And let’s not forget who we are, what we bring, how we feel, and why we do this. Our patients and their families will love us for it.