Patient experience is moving front and center as pay-for-performance becomes the norm. Understanding the vital connection between more satisfied and engaged patients and better outcomes, innovative healthcare organizations are taking action to redefine the patient experience across the complete care lifecycle. Holy Redeemer Health System, a community-based integrated health and social service delivery and financing system, is at the forefront of this movement. The organization, which includes 26 facilities, launched an initiative to transform the patient experience and empower patients to be equal partners in their care. Its journey, which included the appointment of a chief experience officer and creation of a training university “Experience U,” is also heavily powered by technology. Christine Holt, chief experience officer for Holy Redeemer Health System, will share the organization’s patient experience transformation odyssey and how technology is integrated throughout.
Analyze Holy Redeemer’s patient experience transformation journey and how technology is integrated throughout
Outline research on the greatest motivators for and challenges to improving patient engagement/patient experience
Assess the role of technology in enhancing patient engagement/experiences
Identify the priorities for clinicians and patients when considering patient engagement initiatives
Identify outcomes, best practices and lessons learned from Holy Redeemer’s patient experience initiative