improving patient experience, defining patient experience, focus, HCAHPS, Press Ganey, e-patient, communication, training, family engagement, hospital, caregivers, patient-family councils, patient-family care, roadblocks, success, compassion, surveys
The Power of Selection and the Use of Talent in Driving Exceptional Patient Experience
Chairman and Founder
Talent Plus, Inc.
Kimberly Shirk, Talent Plus, Inc.
Holly Olson, Talent Plus, Inc.
Mary E. Mielnicki, Northwestern Memorial Hospital
In today’s healthcare environment, organizations must focus on who they are selecting into their organization as a fundamental tenant of being responsible to the patients, families and communities they serve. The dividends of selecting the very best talent into your organization and investing in that talent are numerous, from increased employee satisfaction and engagement, to better patient satisfaction and loyalty, to greater "per person” productivity as well as stronger retention of the best performers. This paper explores effective strategies for measuring key talents that directly impact patient care and examines how healthcare facilities need to measure what matters most – their people.