How Will You Improve the Patient Experience in the Last 100 days of 2013?

Posted by Kristin Baird on September 23rd, 2013 • No Comments »

As of today, there’s only 100 days left of 2013! What will you accomplish? In my last newsletter article I posed a challenge to everyone who spearheads or serves on patient experience teams to make a plan for the next year. But in the interim, make sure you have a plan for the last 100 days of the year. Whether it’s short term or long term goals, you need a plan to ensure success. After all, if you don’t have a plan, you run the risk of letting the year slip through your fingers.

What can you achieve in the last 100 days? Think big but start small. Improving the patient experience starts with a clear vision that is fueled by millions of moments of truth.  If your organization hasn’t formulated a clear vision for the patient experience, now is the time. Align your patient experience with your mission, vision and values. That way everyone will be crystal clear about why it is so important.

If you already have the vision, is everyone clear about his or her role and how specific service standards shape moments of truth? If you can spend the last 100 days ensuring a clear vision and reinforcing non-negotiable standards you’ll be well suited to begin 2014 with the foundation for great things.  If you have all those things in place consider using the last 100 days to reinforce what is going well and poll the staff to find out what they think can be better. Hold patient interviews and focus groups to get their perspectives and above all – keep raising the bar!

Baird Consulting

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