Patient Experience Improvement
Improve HCAHPS scores and Value Based Purchasing performance by dramatically shifting the culture of healthcare delivery across organizations and teams. We help you identify areas for improvement and create practical strategies and tactics for impacting the domains most critical to your success.
Patient and Family Centered Communication
Communication with patients is a key driver of the experience and one of the most frequent contributors to medical errors. Using empathy-based development, we help transform communication with patients across teams to produce highly reliable experiences of care.
Clinician Care Bundles: Rounding and Shift Report
Organizations that perform in the top decile of patient experience performance have enabled efficient systems and processes for clinician leader rounding, hourly rounding and bedside shift reports. Yet consistency in practice and competency in process is elusive in most organizations. We work with clinician teams to engage and train them in developing systems, processes that allow them to thrive, while simultaneously delivering optimal performance outcomes to patients.
We understand that experiences are shaped by more than the words spoken and actions taken. Real encounters are complex and interactive, requiring planning and practice to achieve the best experience for both caregivers and their patients. To build compassionate, patient experiences it is essential to restore empathy and create engagement. Focusing on five core competencies (CARES), we work with organizations to create highly-reliable experiences that produce improved quality outcomes.
Teamwork is the number one driver of patient loyalty; yet, for many teams there are barriers to working together within and across departments. Silos jeopardize quality, risk retention, and harm patient experiences. We work with teams to enhance collaboration, uncover strengths, build healthy conflict resolution strategies, and shared purpose.
If your organization’s goal is to fully understand the patient experience, no form of research surpasses ethnography for achieving experiential depth and insight. By placing ourselves in the patient’s environment for an extended period of time we are able to bring to light the barriers to an exceptional experience that can only be seen by looking from the patient’s perspective. Our Ethnographic research is designed to provide leaders a unique lens into the gaps in consistency of care that are not visible through patient experience survey results alone. This expanded insight is provided through an in-depth assessment of the patient and family perspective.
CARES™ Connect cultivates patient loyalty and ensures safety by connecting with patients following discharge to support their safe transition home. Our solution, in partnership with PRC offers your patients the assurance of a call from a CARES™ certified interviewer or text to ensure a safe transition home, answer any key questions, verify adherence to discharge instructions, and identify safety risks to alert your team. Our complete solution includes mapping your discharge practices, competency development for leaders, and PRCAlertView.com notifications. For more information, click here for our Overview Sheet.