People-Centric Experience Design Principle #3: Design for Memories
Posted: March 23, 2014 Filed under: Customer Experience, Customer Service, Healthcare, Leadership, Patient experience, Systems Thinking | Tags: Bruce Temkin, experience design, patient-centered, people-centric, PFCC Leave a comment
I recently introduced a concept for enlisting the support of employees that uncovers and fulfills the needs of customers that we call People-Centric Experience Design (PCxD), defined as:
Fostering an environment that creates positive, memorable human encounters
Principle #3: Design for Memories
When it comes to loyalty, customer experience isn’t the driving factor. That’s right, customer experience is not the key driver. What is important? Memories. People make decisions based on how they remember experiences, not on how they actually experienced them. This distinction is important because people don’t remember experiences the way they actually occur. Rather, people construct memories as stories in their mind based on the fragments of their actual experiences. An improved understanding of how people truly remember things helps you focus on designing the most important movements better. When examining the emotional reactions of people throughout an experience, it becomes apparent that five elements disproportionately drive…
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10 Behaviors That Distinguish Purposeful Leaders
Posted: March 20, 2014 Filed under: Customer Experience, Customer Service, Leadership, Management | Tags: Bruce Temkin, customer experience matters Leave a commentTo better understand the behaviors that are most indicative of successful leaders, we asked 5,334 U.S. consumers who are currently employed to answer some questions about their direct managers. We asked them to rate the success of their manager as a leader within the organization and to describe how often those managers demonstrate 41 leadership behaviors that we tested (click to download full list of behaviors (.pdf)).
We compared the frequency with which very successful leaders demonstrated the behaviors with the frequency demonstrated by other managers. The behaviors with the largest gaps represent the most distinguishing characteristics of purposeful leaders. It turns out that these very successful leaders are much more likely to:
- Motivate other people to deliver their best work
- Help people understand complex situations by describing things in simple terms
- Help people make decisions by presenting clear options
- Motivate other people to work together to achieve a common…
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Finding innovation, using lean integration improves patient experience
Posted: March 19, 2014 Filed under: Customer Experience, Empathy, Healthcare, Leadership, Patient experience, Systems Thinking, Uncategorized | Tags: AHRQ, Barry Aaronson, Emory, IHI, innovation, Janine Wentworth, LEAN, patient safety, Shirley Sherman, Virginia Mason, Virginia Mason Production System Leave a comment
The process of identifying innovative ways of improving the patient experience, then using lean methods to integrate those findings into our daily work is an important part of Virginia Mason’s vision of being a learning organization.
In health care, complacency too often stalls progress. Organizations focused within their own silos remain clueless about innovations elsewhere that could improve the quality and safety of care. Unfortunately, this sort of complacency is far from uncommon.
In contrast, providers that consider themselves learning organizations continuously search outside their own walls for ideas that can improve care for patients. In the complex, often turbulent world of health care, an insatiable sense of curiosity is no longer optional – it is essential.
This installment takes a closer look at Virginia Mason team members who have taken innovative approaches learned outside the organization and integrated those learnings as…
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Customer Experience Leadership Requires Engaged Employees
Posted: March 17, 2014 Filed under: Customer Experience, Customer Service, Employee Engagement, Leadership, Uncategorized | Tags: Bruce Temkin, cx Leave a commentOne of the Six Laws of Customer Experience is “Unengaged employees don’t create engaged customers.” That’s why Employee Engagement is one of Temkin Group’s four customer experience core competencies. To help make this point very clear, I tapped into the data from our upcoming report, Employee Engagement Benchmark Study, 2014 (see last year’s report).
As you can see in the following chart with data from more than 5,000 full time employees in the U.S., customer experience leaders have significantly more engaged employees than do customer experience laggards. When compared with companies that have CX worse than their competitors, companies with significantly better CX have 3.5 times as many highly engaged employees and less than 1/4 as many disengaged employees.
The bottom line: To sustain great CX, you must have engaged employees.
Understanding Patient Experience
Posted: March 16, 2014 Filed under: Customer Experience, Empathy, Healthcare, Leadership, Patient experience, Uncategorized | Tags: chief experience officer, Cleveland Clinic, CXO, Emmi Solutions, James Merlino, Office of Patient Experience, patient-centered care, Patients First Leave a comment
We’ve discussed the importance of patient satisfaction – that when people are more satisfied with their care, outcomes and perception of the organization are likely to improve.
However, a recent article in Group Practice Journal, highlighted an important distinction pioneered by Cleveland Clinic – patient satisfaction, while relative, is not synonymous with patient experience. After four years of hosting the Patient Experience: Empathy & Innovation Summit, Cleveland Clinic outlined and implemented a strategy to transform its patient experience for the better.
After seeing measurable success, James Merlino, MD, Chief Experience Officer at Cleveland Clinic and Delos “Toby” Cosgrove, MD, President and Chief Executive Officer shared their “Top 10 List” for improving patient experience with Group Practice Journal. It includes:
- Patients First – Light the North Star
- Throw gasoline on the burning platform
- Make it personal and talk about empathy
- Lead, be visible and make it a strategic priority
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Enhances nurses’ coping with stress, burnout, and anxiety
Posted: March 13, 2014 Filed under: Empathy, Healthcare, Mindfulness, Uncategorized | Tags: anxiety, burnout, MBSR, meditation, mindful, mindfulness-based stress reduction, nurse, nursing, stress Leave a comment
Abstract: This critical literature review explored the current state of the science regarding mindfulness-based stress reduction (MBSR) as a potential intervention to improve the ability of nurses to effectively cope with stress.
Empirical evidence regarding utilizing MBSR with nurses and other healthcare professionals suggests several positive benefits including decreased stress, burnout, and anxiety; and increased empathy, focus, and mood.
Reprise: Patient Satisfaction Starts with Engagement
Posted: March 12, 2014 Filed under: Empathy, Healthcare, Patient experience | Tags: Emmi Solutions, engaging the patient, HCAHPS, healthcare, optimize healing healthcare, patient engagement, patient satisfaction Leave a commentIt’s a never-ending goal – improve the patient experience and heighten patient satisfaction.
We’d like to think the motivation is two-fold:
1.) To put it simply – it’s the right thing to do
And
2.) It can benefit your organization – in more ways than one.
We don’t really need to elaborate on the first – everyone knows it’s the right thing to create a patient-centered environment where patients feel comfortable and confident about their health and recovery.
However, the results of recent studies may surprise you of just how much improving the patient environment can have on your organization.
For example, a study conducted by Market Insights by National Research Corporation has confirmed a direct correlation between patient experience and an organization’s reputation. In fact, according to the study, “hospitals with low patient experience scores are four times more likely to have poor reputation scores.”
Additionally, enhancing the patient…
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Why does the patient experience need an ROI?
Posted: March 9, 2014 Filed under: Customer Experience, Customer Service, Empathy, Healthcare, Leadership, Patient experience, Uncategorized | Tags: chief experience officer, CXO, Devin Gross, Emmi Solutions, HCAHPS, patient satisfaction, return on investment, ROI Leave a comment
While the vast majority of health executives list the patient experience as a priority, few have a plan, budget or team empowered to make improvements a reality. Why is this?
Clearly the patient experience is not lacking for executive-level attention. A recent HealthLeaders survey found that nearly 90% of healthcare executives listed the patient experience as either their top priority or one of their top 5 priorities. Spurred in part by Engaging the Patientguest-blogger Anthony Cirillo, many health systems have begun hiring Chief Experience Officers. In my travels to health organizations across the country, I have yet to meet one leadership team that downplayed the importance of the issue.
I have, however, encountered plenty of places where the patient experience was a priority without a plan. When asked who was in charge of making improvements happen, many places simply say “everybody.” When asked what budget is dedicated to…
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Reprise: Engaging Physicians to Lead the Patient Experience
Posted: March 8, 2014 Filed under: Customer Experience, Empathy, Healthcare, Leadership, Patient experience, Uncategorized | Tags: Always Events, Experience Innovation Network, HCAHPS, physicians, Summa Health System, Troy Bishop Leave a comment
In a recent webinar hosted by the Experience Innovation Network, network members had the opportunity to hear from Troy Bishop, MD, an internal medicine specialist from Summa Health System. In the webinar, Dr. Bishop showed the power of physician leadership to drive experience improvement.
A commitment to patient experience is not new to Summa Health System. Starting in 2010, Summa has built a solid foundation of best practices, including post-discharge care calls, nurse leadership rounds, improved communication etc. The hospital system achieved improvement across all HCAHPS domains except one. Physician scores were not improving because the system’s multi-specialty physician group, Summa Physicians, Inc. (SPI), had not been strongly engaged in playing a leadership role in driving change throughout the organization.
“How do you motivate these physicians to instigate change?” That is the key question Dr. Bishop asked when tackling this problem. Summa’s success provides some key lessons:
- Identify a well-respected…
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Understanding the Drivers of the Patient Experience
Posted: March 7, 2014 Filed under: Customer Experience, Empathy, Healthcare, Leadership, Patient experience, Uncategorized | Tags: Cleveland Clinic, James Merlino, patient and family advisory council, patient satisfaction, PFAC, PFCC Leave a commentDo you know your hospital’s key drivers of the patient experience?
“Understanding the Drivers of the Patient Experience” is an excellent article worth reading and re-reading. As James Merlino and Ananth Raman maintain — and I agree — leaders often focus on what they feel are the levers that influence the patient experience most of all. However, “to truly improve the patient experience, it is important to get the patient’s perspective.” In their article, Merlino and Raman outline a few simple and extremely effective ways for hospitals to gain the patient perspective.
Optimizing Healing Healthcare 