A New Certified Framework
Sets razor-sharp PX focus and aligns at all levels: Individual, Team, Business Unit, Board, Organisation… Highlights potential PX ‘blind-spots’’ which impact operational PX strategy execution.
Two Scales of Measurement
Patient-Centricity v Organisation: To what degree are your decisions made in the interests of the patient versus the interests of the organisation? Are your Key Performance Indicators centered around metrics like Net Promoter Score (NPS), Customer (Patient) Effort Score? Who is responsible for patient experience? Is innovation driven by patient needs or internal factors?
Collective v Individual: To what degree does the organisation work as a team or a whole to service for patients? Do employees have to ‘break the rules’ to deliver a great patient experience? Does every employee have a PX-based KPI? Does company culture promote creative problem-solving?
Industry & Market Benchmarking
What does success look like? How do you measure up to other competing organisations?