Achieving Patient Experience Excellence Through Cultural Transformation
What are the key ingredients to building sustainable and growing patient experience excellence? How do you create a culture that keeps excelling and innovating?
This session (held at the Beryl Institute of Patient experience Conference 2012) focuses on key aspects of culture change and what leaders need to do (and to avoid) in order to create the cultures they desire.
Memorial Hermann Health System (MHHS) offers a wide array of therapies and treatment options for cancer patients, but found itself needing to do more with fewer resources. Its patient satisfaction scores were stagnant. Furthermore MHHS assumed management of a hospital that had a consistent 30 year poor performance track record. It needed to change the culture of that hospital and used Patient Experience as the foundation for that transformation.
Rhonda Dishongh applied the same principles she learned from Qaalfa Dibeehi and Beyond Philosophy when MHHS needed to improve its patient experience by differentiating its cancer treatment services, increase the ratio of insured cancer patients, and position its services as number one for the treatment of routine cancers. MHHS, with Beyond Philosophy, conducted research and important insights were translated into an actionable and sustainable patient-centered initiative that significantly improved patient satisfaction scores.
This is your opportunity to listen to the story and take away action points for your own organisation.
You will learn:
• What the key aspects to achieving patient experience excellence are.
• What the management’s role is, in driving patient experience excellence?
• How to recognize if you are on the right track or not, to building a patient centric culture.
Checkout the Webinar Reply
Check out the webinar slides
|Rhonda Dishongh, Director of Customer Experience Design, Memorial Hermann Hospital System
With twenty-five years of service at the various hospitals and system offices in the Memorial Hermann system, Rhonda has been an instrumental part of the leadership team. Rhonda has led teams to successful outcomes receiving national recognition for performance in quality and customer experience. Rhonda continues to serve as the director of Customer Experience Design and Patent Business Services for Memorial Hermann Northeast.
|Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy
Equipped with four Masters degrees that helped him combine, statistics, business, psychology and healthcare administration knowledge, Qaalfa started his career in neuroscience and moved to the city of New York, where he oversaw medical, physical and psychological occupational health standards. He soon learned his strength in transforming organizations and focused on helping them balance their commercial and service obligations. This led him to hold senior consumer and strategic consulting roles with a variety of organizations
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If you have any questions or requests related to this topic please feel free to contact Qaalfa Dibeehi at firstname.lastname@example.org