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?
PX STAR
Has both the Patient AND the Organisation’s best interests at heart. Looks for Win-Win solutions to improving the patient experience. Understands the impact of decisions on the patient and the company.
PATIENT CHAMPION
A maverick rule breaker, for a good cause? Willing to break the rules and ignore company policy in favour of serving patients. May not understand the costs or the impact on the organisation. Potentially a leader to change ideas of others and make change happen.
TEAM PLAYER
Plays by the rules. Follows the organizational policy handbook when it comes to patient experience. Will favour the interests of the institution over the patient. Likely to be motivated by organisational KPIs rather than PX KPIs.
LONE WOLF
Gets things done. Motivated by their personal success. A real self-starter who works well on their own. Whilst a great doer, their potential blind-spots fall in sometimes taking their eye off the patient.
Industry & Market Benchmarking
What does success look like? How do you measure up to other competing organisations?