Are patient satisfaction scores capturing healthcare quality?
Are patients truly at the center of healthcare, or are they cogs in an overburdened, impersonal system?
How can we better integrate technology to enhance patient experiences?
These critical questions are at the heart of creating a workplace where every experience counts, especially in the healthcare industry. Stacy Sherman explores these dimensions with Sharon Weinstein, who shares patient experience transformative insights based on her new book “Healing Healthcare: Evidence-Based Strategies to Mend Our Broken System.” Providing evidence-based tactics for overhauling healthcare practices, Sharon draws from her beginnings as a nurse and decades of first-hand experience observing the profound impact of culture and leadership on both employee satisfaction and patient outcomes.
Topics Discussed About Patient Experiences:
- The importance of a holistic workplace where you feel whole and excited to be every day.
- How culture impacts workplace satisfaction and the overall quality of experience in healthcare settings.
- The limitations of patient satisfaction scores and the need for comprehensive quality assessments.
- Actions leaders can take to align organizational purpose and value statements for a cohesive culture.
- Sharon’s personal anecdotes illustrate the impact of leadership and systemic healthcare issues on patient experiences.
8 Business Strategies for Transforming Healthcare Patient Experiences
1. Prioritize Well-Being: Emphasize the importance of employee well-being in fostering a positive culture.
2. Align Purpose: Ensure that everyone in the organization believes in and disseminates the same value statement.
3. Encourage Collaboration: Promote inter-departmental collaboration to enhance the work environment and patient experience.
4. Patient-Centric Care: Make every patient interaction count, focusing on personal attention and needs.
5. Empower Employees: Enable healthcare staff to make decisions that improve patient experiences, reflecting best practices from other industries.
6. Address System Flaws: Recognize and rectify the systematic issues that prevent optimal care and satisfaction.
7. Leverage Technology: Overcome the challenges of fragmented patient portals to ensure smooth information flow and better service.
8. Empathetic Leadership: Model empathy and effective communication within leadership practices.
Whether you’re a healthcare professional, a leader aiming to improve workplace culture, or someone interested in the intersection of employee and patient experiences, this episode offers invaluable perspectives and actionable insights to drive meaningful change in your organization.
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About Sharon Weinstein:
Connect with Sharon on LinkedIn.
Access her free Stress Management Playbook.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Learn More About Increasing Customer Loyalty Through Frontline Staff.
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Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.
Learn how to identify challenges that impact frontline worker effectiveness.
Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.
Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.
This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.
Topics Discussed: Doing CX Right podcast
customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development
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