Human experienceinhealthcare tpg-ltd_6-2015v7

Copyright 2015 © LEAD the difference & TPG Experience. All rights reserved. Copyright 2015 © LEAD the difference & TPG Experience. All rights reserved.

the HUMAN EXPERIENCE in healthcareJUNE 2015

An Input to Outcomes Oriented Assessment

BY: Karen Haney & Steph Sharma

Opening Discussion Introductions Urgency Expectations Priorities


CORE ASSESSMENT DOMAINS

Expectations to engage, dis-satisfiers and fundamentals,

Strengths of organization and roles to deliver patient experience,

Barriers to engagement for each stakeholder, Attributes that create inter-role commitment and

connection, Opportunity areas to realize integration of people and

practices, Alignment of strategy, operations and communication.


PLACE• Environment

• Culture• Structure

PROCESS• Systems• Methods

• Measurements

PEOPLE• Connection• Contribution

• Influence

PURPOSE• Mission

• Alignment• Business Case

HUMAN EXPERIENCE

Integrated Outcomes

PATIENT EXPERIENCEP

RO

VID

ER

E

XP

ER

IEN

CE E

MP

LO

YE

E

EX

PE

RIE

NC

E

LEADERSHIP


PatientExperience

EmployeeExperienc

e

ProviderExperienc

e

INTEGRATION STRATEGYBased on the Human Intersection Points

O U T C O M E S

EfficiencyQuality

InnovationCustomer Loyalty

Retention, AttractionCulture,

EnvironmentEngagementProfitability


DEEPER INSIGHTS


PULSE assessment (3-day review)*the HUMAN experience in healthcare™

Prio

r(2

wee

ks)

Plan

ning

ca

lls Info

rmat

ion/

File

Sh

arin

gIn

terv

iew

s, S

urve

y

On-

site

(2 d

ays)

Inte

rvie

ws

Dis

cuss

ion

Gro

ups

Obs

erva

tion

Ana

lysi

s &

In

sigh

tsPr

esen

tati

on

Post

(2 w

eeks

)

Prop

osed

So

lution

sPr

iorities

Wor

kgro

ups

*Assessment approach can be more in-depth depending on priorities.


DELIVERABLES On-site Top-line Presentation:

To key leaders afternoon of Day 2 (prescheduled) Who – we talked to, observed, received information from What – we observed, heard, believe to be relevant attributes of assessment Strengths –areas to build upon Opportunity – aligned to each of four key areas: People, Process, Place and

Purpose Short-term – fast impact to Patient Experience with recommended steps Long-term – align decisions about Patient Experience to Strategy, Culture and

Structure

Report and Recommendations: Delivered to partner team within 2 weeks post pulse assessment

Deeper dive and details into each of the 6 areas outlined in the presentation Detailed recommendations with suggested timing; noting the solutions we

can fulfill.


HUMAN EXPERIENCE, AN INTEGRATING APPROACHThank you for your consideration and time.

www.tpgexperience.com | [email protected] | 1.281.813.5309www.leadthedifference.com | [email protected] | 1.206.485.2414

Human experienceinhealthcare tpg-ltd_6-2015v7

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