Infographic: Consumer Expectations Define Today’s Patient Journey

Wednesday, January 16th, 2019
This post was written by Melanie Matthews

The modern patient’s healthcare journey is made up of seven distinct phases, according to a new infographic by Stericycle Communication Solutions.

The infographic dives into how to capitalize on opportunities to enhance engagement throughout each phase—and to avoid the very real risks that could damage the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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