Our team recently wrapped up a workshop with the dedicated professionals at Baystate Health Women’s Services in western Massachusetts. Their team consisted of caregivers and staff from every department in the organization that work directly or indirectly with female patients (including OB/GYN, Oncology, Surgery, Urology and Primary Care.)
This extraordinary care team came together and designed an explicit set of patient-driven priorities and “always” behaviors, clarifying what they will stand for and what they will not stand for any longer.
They listened to the voice of their patients – and saw through their eyes (through photos and the wheelchair-cam) – and they worked toward their goals of elevating every interaction to a “human level” and including the patient as a “partner” in their care.
Ultimately, with guidance from the Integrated Loyalty Systems team, they designed their own unique blueprint for creating exceptional patient experiences.
They proudly noted that this new blueprint to improve patient satisfaction, loyalty and advocacy was designed by them and their patients FOR them and their patients.
While this is the beginning of a larger effort for the Baystate Health Women’s Services team, they have established a firm foundation upon which to grow and build.
Everyone on the same page.
Moving in the same direction.
Focused on creating a patient-driven environment.