For his "On the Road" blog on the Beryl Institute website, Jason Wolf visited the Presbyterian Healthcare Services in Albuquerque, New Mexico, to talk about its patient experience initiative.
"My visit was an integrated exploration of work in progress, sustained practices and the opportunity to share insights and engage in discussion with frontline staff, clinical leaders and administration," Wolf wrote.
Presbyterian began addressing the issue of experience in 2005. The efforts have engaged leaders and driving significant cultural and organizational changes. The focus included hospitals, outpatient settings, ambulance systems and even a system-owned health plan.
"The effort took time to get footing and started with tangible and manageable efforts. Ultimately, according to Jane Gully, MN, RN, Exceptional Patient/Member Experience Program Manager, the overall purpose of the work has been to provide a framework and system that allows our Presbyterian Integrated Care team to create an exceptional experience for our customers (patients and members), families, and each other,” Wolf wrote.
The EPE/EME work was based on the First Touch® Building Connections program and that initial training served to start the process rolling in 2006 with nursing staff at the system’s flagship hospital.
Read the blog.
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