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

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

4. 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)

5. Biggest Points of Impact

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

7. Hiring, Job Descriptions, Evaluations…

8. RUHS DMH

9. Customer Service Intervention

10. Environment of Care

13. Social Action Corp Health Center

15. Low hanging fruit?

16. Net Promoter Score Plus (NPS+)