Patient Experience Playbook

Transcription

1 0 Patient Experience Playbook

2 01 The Definitions of Patient Experience FROM BERYL INSTITUTE We define patient experience as the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.

3 Defining PX EXPERIENCE = f(perception + INTERACTION) Whether your organization views Experience through the lens of customer experience (CX), patient experience (PX), patient engagement, or user experience (UX), Experience is a function of perception and interaction.

4 Defining PX *See BONUS PX journey map DESIGN INTERACTIONS A consumer interacting with your website, visiting an ambulatory center, reviewing online medical records, or having a virtual followup These are interactions* which can be designed to consistently represent the intended interaction with your health system.

5 02 Experience Management SIX DISCIPLINES 1. Strategy 2. Patient Understanding 3. Design 4. Measurement 5. Governance 6. Culture

6 A mature experience program requires you to master six disciplines: strategy, consumer and patient understanding, design, measurement, optimizing, and culture. We believe consumer and patient understanding (see #4) are the most important disciplines, and the keys to a healthy strategy and culture. Focusing on the consumer allows organizations to develop an informed design program through which they can improve care and measure the data that matters, leading to an environment of continuous learning and evolution.

7 03 Experience Management Maturity FIVE STAGES 1. Getting Started 2. Voice of the Customer 3. Engaging Your Executives 4. Managing Profit Parity 5. Optimizing Culture Change

8 LEVEL 1 GETTING STARTED Companies have disconnected and disorganized processes in place. They must address basic questions such as, What is the customer experience, and How do we measure the impact?

9 LEVEL 2 VOICE OF THE CUSTOMER Companies with an established voice of the customer role should identify and apply the best practices they ve learned from studying customer feedback and observing other organizations.

10 LEVEL 3 ENGAGING YOUR EXECUTIVES Senior management is now engaged in defining a vision. Goals, practices and performance metrics are fully defined. It is time to drive innovation.

11 LEVEL 4 MANAGING PROFIT PARITY Executives give customer experience equal importance with profit. The focus turns to vision, strategy, metrics, governance, organization, processes and technology.

12 LEVEL 5 OPTIMIZING CULTURE CHANGE Employees are empowered to take action and innovate. Enhancing the customer experience is a team sport, demanding participation from across the company.

13 04 Understand the Patient FOUR STEPS 1. Discover 2. Explore 3. Design 4. Validate

14 RINSE TOP PRIORITY & REPEAT PATIENT UNDERSTANDING These 4 steps are paramount. They are a seasonal, if not daily, cycle of understanding the people you serve: Discover. Explore. Design. Validate. Rinse. Repeat.

15 STEP 1 DISCOVER Observing the patients directly, to discover our future focus areas, by conducting ethnographic research, interviews, surveys, cognitive walkthroughs, and contextual inquiries.

16 STEP 2 EXPLORE Capture patient stories to highlight pain points, but also to explore unmet or unexpressed needs, on empathy maps, affinity diagrams, personas, and journey maps.

17 STEP 3 DESIGN Work toward a shared understanding of what can be designed to remove the pain points, and/or meet their needs, by creating scenarios, flows, wireframes, and prototypes.

18 STEP 4 VALIDATE Measure to validate our solutions through the net promoter score, satisfaction surveys, effort scores, and HCAHPS.

19 BONUS: Example Patient Experience Journey STEP 4

20 BONUS: Process Example for Digital Engagement Ethnographic Research Empathy Maps Affinity Diagrams Journey Maps Wireframes Prototypes Service Blueprint Interviews Surveys Personas Scenarios Flows Card Sorts Tree Tests Usability Testing A/B Testing

21 Contact Us We ll answer your Patient Experience questions Bogdan Stanciu Experience Lead Matt Curtin Director of Healthcare Business Strategy

22 At Impact Makers, we are redefining business. Built upon a revolutionary business model, we give away 100% of our net profits to the community. Impact Makers fundamentally aligns with our healthcare clients because we share a passion for helping others. We drive change through our teams of exceptional people, motivated by our mission and guided by our values. Success with us is a different experience, by design.