4 Foundational Behaviors Forge Framework for UnityPoint Health Patient Experience Improvement Plan

Paige MooreTo engage staff in its patient experience improvement action plan, UnityPoint Health defined four foundational behaviors expected of every team member (not just providers) across the organization.

In this podcast, Paige Moore, director of patient experience at UnityPoint Health, describes the rationale and rollout for the four behaviors, which are based on patient and visitor feedback and comments.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a July 2017 webinar now available for replay, Ms. Moore shares how the deployment of department-specific service action teams facilitated the switch from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.


Length: 3:56 minutes

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