The following case depicts the journey of a non-profit hospital in an under-served community and its attempts to turn around suffering patient experience. The Hospital turned to the theories of Appreciative Inquiry and the power of a strengths-based approach to create a framework to support the patient experience initiatives. Hospital leadership led the formation of a Patient Experience Team to implement ten initiatives in order increase the top box score in the domain of willingness to recommend the hospital, as that was selected as a global measure of success for the overall improvement project.
Moorer, Kerry MBA; Kunupakaphun, Schawan; Delgado, Elilzabeth; Moody, Matthew; Wolf, Christina MSN, RN, CNL; Moore, Karen RN, MS, FACHE; and Eamranond, Pracha MD, MPH
"Using appreciative inquiry as a framework to enhance the patient experience,"
Patient Experience Journal: Vol. 4
, Article 18.
Available at: http://pxjournal.org/journal/vol4/iss3/18