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  • Jul 1

    Front Line Patient Experience

    Author: Charlotte Evans

    What if hospital public relations executives tossed out the patient satisfaction form and focus groups? What if they allowed physicians and employees to hear first hand what patients have to say about their experience?

    Author Seth Godin gave the example of Medtronic’s smart move to engage employees in the patient experience. Executives, sales professionals, marketers and other employees gather in an auditorium to hear from patients about their likes, dislikes and ideas for improving their products. It is not a sugar coated testimonial or an edited report of a focus group in which only a few people get to witness. But I imagine it is a bare bones, front line, tell-it-honestly session so that people who are developing, manufacturing and marketing the products really watch and listen.

    Now, what if hospitals invited patients to tell their story - good to not so good - to employees, physicians, nurses and physical therapists? It is an ideal way for them to participate and understand the patient experience in a manner that is not edited or scripted. What great ideas would staff have after hearing directly from patients about what they expected and what they experienced? What would the C-suite change? What would physicians and employees change? How would this affect the organization as a whole?

     Front line patient experience is worth a try.

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