by Noah Larsen | Aug 22, 2019 | Patient Experience
“Scripting” in healthcare describes specific phrases that caregivers use to increase patients’ understanding of the care, improve perceptions of the hospital, communicate reasons behind actions, etc. Quint Studer often talks about “key words at key times,” which are...
by Noah Larsen | Aug 19, 2019 | Patient Experience
Outcomes measures are important and the target of many strategies. But they are not always useful in understanding the journey; they are not helpful in identifying challenges along the way. Put simply, if your outcomes measures don’t move after an action plan has been...
by Noah Larsen | Aug 16, 2019 | Physician Partnership
Effective communication requires structure. How do physicians provide feedback to leaders? How do leaders communicate improvements and other information to physicians? The answer at most high-performing organizations in terms of medical staff perceptions is: senior...
by Noah Larsen | Aug 15, 2019 | Patient Experience
It’s difficult to motivate employees to change by asking them to summit Mt. Everest. Instead of making the challenge sound more daunting, leaders should make it sound more accessible.
by Noah Larsen | Aug 9, 2019 | Patient Experience
Executing the best strategy to improve our patients’ experiences requires us to start from within. This does not mean we can discount successful strategies others have used. No matter the source, there are plenty of process lessons we can learn from others. The best...
