creating an office of patient experience rivera kestranek
Slide deck from a Cleveland Clinic presentation at the 2011 Press Ganey National Client Conference describing the rationale, structure, services, operational strategies, and lessons for creating an Office of Patient Experience (OPE). It covers organizational context, OPE mission and services (best practices, caregiver training, ombudsman/patient navigation, healing services like Code Lavender, centralized survey/data intelligence), specific initiatives (Purposeful Hourly Rounding, H.U.S.H., Ask 3/Teach 3), dashboards/scorecards (HCAHPS domains, institute scorecards, percentiles), and lessons learned. The deck includes operational metrics, patient education materials, and plans for an empathy/innovation summit.
Questions this document answers
2011 Press Ganey National Client Conference (11/9/2011).
Mary Linda Rivera, RN, ND (Executive Director, Office of Patient Experience) and Carmen Kestranek, MBA (Senior Director, Experience Intelligence), Cleveland Clinic.
To ensure consistent, patient-centered care by partnering with caregivers to exceed the expectations of patients and families.
Call ext. 59543 from the hospital telephone or 216.445.9543.
May 20–22, 2012 at the InterContinental Hotel & Bank of America Conference Center, Cleveland, Ohio.