4. Get everyone engaged
One of his clients told Wolf that the key to their success was helping staff rediscover the passion that brought them to healthcare in the first place – care and service to others. It’s a simple message that resonates across departments and job titles. Cold hard cash can motivate, too. About 60% of the survey respondents said patient experience efforts are tied to individual performance reviews and bonuses.
5. It takes relentless commitment and continuous action.
The current thinking is that there is a ‘there’ that you get to with the patient experience. Wolf says there is not a ‘there.’ Improving the patient experience take continuous effort and relentless commitment by everyone. Hospitals want to get to a point where improving the patient experience isn’t a goal, it is simply the nature of the organization.
With federal payments tied to results, patient experience is more important than ever, HealthLeaders Media Industry Survey 2011 confirms.