Pedal to the Metal: How to Improve Patient Experience in 60 Days
Aamer Ahmed, Director of Patient Experience, Froedtert & The Medical College of Wisconsin
July 16, 2019 – 2:00-3:00 PM ET
This webinar will highlight how Froedtert & The Medical College of Wisconsin, an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative. Learn how the program marries consumer analytics, design thinking and lean methodologies to develop a frontline-driven improvement model that has improved both patient and staff engagement. The model is built upon four components: 1) Regression analytics using segmented patient satisfaction data by diagnosis 2) Customer discovery through shadowing the patient and tracking their journey 3) Root-Cause through front-line kaizen workout and development of trial interventions 4) Improve and sustain through frontline-led work groups.
- Utilize design thinking to improve experience through customer discovery and prototyping.
- Engage frontline staff and physicians to problem solve and own interventions through lean and change management principles.