With nearly 40,000 employees and physicians spread across 14 states, a robust system was needed to engage front line teams at the point of care to meaningfully enhance patient and family communication practices in Prime Healthcare, an award-winning, community hospital system with 45 hospitals. Among its key elements, Prime’s system-wide road map for deploying relationship-centered communication tools involved identification of and investment in frontline champions, education that was synchronized with leader-deployed digital rounding, and online self-reflection modules that promoted true behavior change. This economical and easy-to-follow road map is shared for others seeking a high return on investment from their patient experience efforts.
This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework)
Meth S, Gnida J, Cardoza K, Nikels E. Deploying an improvement strategy across a rapidly expanding health system: A framework for repeatability and cost-effectiveness. Patient Experience Journal. 2020; 7(1):92-99. doi: 10.35680/2372-0247.1407.
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