scholarly journals The effect of service excellence training: Examining providers' patient experience scores

2021 ◽  
Vol 8 (3) ◽  
pp. 109-116
Author(s):  
Katelyn J. Cavanaugh ◽  
Monica A. Johnson ◽  
Courtney L. Holladay
Keyword(s):  
Patient Experience ◽  
Service Excellence

scholarly journals Impact of a Patient Experience Leadership Structure on Performance and Engagement

2019 ◽  
Vol 7 (2) ◽  
pp. 146-150
Author(s):  
Sven Gierlinger ◽  
Agnes Barden ◽  
Nicole Giammarinaro
Keyword(s):  
Organizational Culture ◽  
Case Report ◽  
Patient Experience ◽  
Care Delivery ◽  
Culture Care ◽  
Service Excellence ◽  
Key Stakeholders ◽  
Organizational Experience ◽  
Leadership Structure

The patient experience leadership structure at Northwell Health is strategically championed by Culture Leaders, a novel role established to transform the organizational culture from “service excellence” to “patient experience.” This case report describes how the implementation of Culture Leader structure has aided in the improvement of organizational patient experience performance as well as how Culture Leaders remain highly engaged. Responsible for effectuating change by bridging the gap between local and organizational experience strategies, Culture Leader engages key stakeholders within the strategic pillars of culture, care delivery, hospitality, and accountability.

Abstract #1086: Patient Experience with Severe Low Energy Following Total Thyroidectomy for Papillary Thyroid Cancer

2017 ◽  
Vol 23 ◽  
pp. 258
Author(s):  
Elizabeth Wendt ◽  
Maria Bates ◽  
Reese Randle ◽  
Jason Orne ◽  
Cameron Macdonald ◽  
...  
Keyword(s):  
Thyroid Cancer ◽  
Total Thyroidectomy ◽  
Papillary Thyroid Cancer ◽  
Patient Experience ◽  
Low Energy ◽  
Papillary Thyroid

Self-administration of mepolizumab via an autoinjector: the patient experience

2020 ◽  
Author(s):  
LA Evitt ◽  
R Follows ◽  
JH Bentley ◽  
W Williams ◽  
R von Maltzahn
Keyword(s):  
Patient Experience ◽  
Self Administration

PENGARUH BUDAYA, MOTIVASI KERJA DAN KOMPETENSI TERHADAP KINERJA KARYAWAN

2019 ◽  
Vol 5 (1) ◽  
pp. 11-21
Author(s):  
Riza Faizal ◽  
Maman Sulaeman ◽  
Ismayudin Yulizar
Keyword(s):  
Work Motivation ◽  
Employee Performance ◽  
Sampling Technique ◽  
Work Culture ◽  
Work Time ◽  
Work Quality ◽  
Service Excellence ◽  
Positive Effect ◽  
External Motivation ◽  
Culture Work

The aim of this research is to know and to analyze the influence of work culture, work motivation and competency on employee's performance. The Objects are employees of  BJB bank at Ciamis, Garut and Tasikmalaya). The method used is descriptive. The sample was taken by using total sampling technique with total of the samples 89 people. By path analysis, the research found that work motivation with indicators internal and external motivation; work culture with indicators of Service excellence, Professionalism, Integrity, Respect, Intelligence, Trust included in the high category. Work motivation with indicators of internal motivation and external motivation is included in the sufficient category. Competencies with indicators of Work Quality, Cooperation, Responsibility and Quantity of work are included in the sufficient category. Employee performance with indicators of Work Quality, Discipline Behavior, Use of work time and Attendance are included in the sufficient category. There is a partial positive effect and simultaneous work culture, work motivation and competence on employee performance so that the hypothesis is verified. This means that if the strategy which includes work culture, work motivation and competence is increased, the performance of bank employees to Tasikmalaya, Garut and Ciamis will be better.

Gaining patient experience insights

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Maitane GARCÍA-LÓPEZ ◽  
Ester VAL ◽  
Ion IRIARTE ◽  
Raquel OLARTE
Keyword(s):  
Type 1 Diabetes ◽  
Patient Experience ◽  
Patient Perspective ◽  
Continuum Of Care ◽  
Theoretical Framework ◽  
Cognitive Responses ◽  
The Continuum

Taking patient experience as a basis, this paper introduces a theoretical framework, to capture insights leading to new technological healthcare solutions. Targeting a recently diagnosed type 1 diabetes child and her mother (the principal caregiver), the framework showed its potential with effective identification of meaningful insights in a generative session. The framework is based on the patient experience across the continuum of care. It identifies insights from the patient perspective: capturing patients´ emotional and cognitive responses, understanding agents involved in patient experience, uncovering pain moments, identifying their root causes, and/or prioritizing actions for improvement. The framework deepens understanding of the patient experience by providing an integrated and multi-leveled structure to assist designers to (a) empathise with the patient and the caregiver throughout the continuum of care, (b) understand the interdependencies around the patient and different agents and (c) reveal insights at the interaction level.

Verbal compliance-gaining strategies used by male physicians and patient healthcare experience

2017 ◽  
Vol 13 (2) ◽  
pp. 185-202 ◽  
Author(s):  
Annabel Levesque ◽  
Han Z. Li
Keyword(s):  
Health Status ◽  
Patient Experience ◽  
Lifestyle Changes ◽  
Positive Patient ◽  
Negative Experience ◽  
Healthcare Experience ◽  
Healthcare Experiences ◽  
Compliance Gaining ◽  
Family Practice Clinic ◽  
Motivation Strategies

This study explores male physicians’ use of verbal compliance gaining strategies to encourage patients to adhere to medication regimens, lifestyle changes, or future appointments, and assesses which strategies are associated with patients’ reported healthcare experiences. Five physicians from a family practice clinic in northern British Columbia, Canada, were audio-recorded while interacting with 31 patients during actual consultations. Compliance-gaining utterances were coded into five categories of strategies, while patient experience with care was assessed using a questionnaire. A number of intriguing findings emerged: direct orders were related to a more negative experience with interpersonal aspects of care, but were fairly frequently used, especially with female patients. Persuasion was the only strategy that promoted a positive patient experience, but was rarely used. However, the effect of persuasion on patient experience was no longer significant when adjusting for patients’ health status. Physicians relied mostly on motivation strategies to encourage adherence, but these strategies were not related to patients’ assessment of their healthcare experiences. These results suggest that the most frequently used verbal compliance gaining strategies by physicians are not always appreciated by patients. To be more effective, it is necessary to inform physicians about which compliance-gaining strategies promote a positive patient healthcare experience.

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