Client/Patient Experience Elizabeth Morrison LCSW, MAC February 16, 2016.

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Presentation transcript:

Client/Patient Experience Elizabeth Morrison LCSW, MAC February 16, 2016

Patient Experience directly impacts: Outcomes Litigation/complaints Employee experience Adherence

Patient Experience Drivers Attitude of caring (compassion, empathy, kindness) Treated with respect and dignity (Courtesy, environment of care) Confidence in care (coordinated care, perception of team communicating)

Biggest Points of Impact

Hiring for interpersonal skill (Standardized) Environment of care interventions Invest in evidenced based communication skills and learning and development, evaluation, and recognition

Hiring, Job Descriptions, Evaluations…

RUHS DMH

Customer Service Intervention

Environment of Care

Social Action Corp Health Center

Low hanging fruit?

Net Promoter Score Plus (NPS+)

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