Our Vision To be remembered by each patient as providing the care and compassion we want for our families and ourselves.

Palmetto Health Experience Model

It is everything we do! It’s who we are. It’s what we do. It’s how we do it. It’s WHY we do it. It is everything we do!  The Palmetto Health Experience isn’t any one thing – it’s everything! It’s our commitment to create a meaningful and memorable experience for each person, in every moment, with care, compassion and love. The Palmetto Health Experience isn’t any one thing. It’s everything. It’s who we are. It’s what we do, It’s how we do it. And – most importantly – it’s WHY we do it.

Mission | Vision | Values Palmetto Health Experience Strategic Aim To Become the Lifelong Health and Wellness Partner of Choice for Those We Serve. Business Model Population Health Management / Integrated Delivery System Community Growth Finance Quality Service People One Palmetto Operating Model Leaders, Team Members, Physicians, Volunteers & Partners

Palmetto Health Experience Organizational Cascade CEO & President Vision and Commitment Experience Explorers (12) Early Exploration & Design (3 Months) Executive Leadership (30) Experience Guides / Mentors (6 Months)

Palmetto Health Experience Organizational Cascade Directors (200) Experience Producers (2 Days) All Leaders (1,000) Experience Designers All Team Members (12,000) Experience Stagers (1 Day) Physician Leadership Cabinet (26) Experience Guides / Mentors (6 Months)

Palmetto Health Experience Palmetto Health Experience Advisory Board (GUIDES) Vision: To Be Remembered Theme: One Person. One Moment. One Love. PHE Steering Committee EXPERIENCE THEME: One Person. One Moment. One Love. Palmetto Health Experience Advisory Board Palmetto Health Experience Steering Entity Experience Champions Baptist Richland Parkridge Ambulatory System Experience Team Experience Team One Experience Team per entity, comprised of high performing leaders, team members, physicians (at least 50 % front line team members). Team Member Experience Physician Experience Patient/Guest Experience Department Experience Connectors

Creating and delivering a meaningful and memorable patient and guest experience starts by providing a meaningful caregiver experience.

Leader and Team Member “Touch points” Rounding, Daily Huddles Leader Learning Immersions Quarterly Leadership Institute Workshops Annual All-Team Connections (Employee Forums) Annual All-Team Assembly

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All-Team Assembly Inspirational, Interactive, Instituting the “Way” Annual connection with all team members, physicians, volunteers, board members and community partners Theme/Motif Warm Welcome/Fond Farewell The Power of Story Commitment Ceremony

All-Team Assembly Results 2016 2015 2014 All-Team Participants 11,200 9,325 8,148 Evaluations Completed 7,206 (paper) 6,355 (paper) 3,884 (electronic) Team Member Overall Rate of the All-Team Experience 97% Very Good/Good 94% 84% Share some of the verbatim comments!

The Power of Story

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Jay Mullin Patient

“Too often we under estimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.”                           Leo Buscaglia

Experience Champion & Internal Coach charity.garris@palmettohealth.org Charity Garris, MBA Experience Champion & Internal Coach charity.garris@palmettohealth.org Insert Your Photo Here