Many of you have noticed our new Patient Experience Coach and Analyst, Liana Brown, visiting clinics and providing onsite training over the past few months. You may be wondering… What is patient experience? What can a Patient Experience Coach do for me?
“Patient experience” encompasses all the interactions patients have within the healthcare system. The patient experience begins the second a community members calls to schedule an appointment or get a referral and continues through their interaction with the front office staff, clinical treatment, lab experience, and billing. In short, everyone at NOAH impacts the patient experience!
So, what does a Patient Experience Coach do? Our Patient Experience Coach works to facilitate a positive relationship between NOAH and our patients by:
- Coaching staff to achieve their goals of providing the best patient care possible, using proven service recovery methods and best practice tools like AIDET.
- Analyzing patient feedback and expectations to develop action plans that improve the patient experience.
- Establishing a robust patient experience program that will enable effective communication between staff and patients, proactively engage with staff for training and 1:1 coaching, and resolve patient complaints quickly and satisfactorily.
Some of the patient experience goals for 2023 are:
- Conduct AIDET refreshers in each clinic to help get everyone up to speed.
- Implement Q Reviews software for digital patient surveys that will give us real-time feedback.
- Partner with the Patient Experience Committee to align patient experience projects with NOAH strategic plans and goals.
If you have any questions, would like to request additional onsite coaching, or have suggestions for clinic-wide training, please reach out to Liana Brown librown@noahhelps.org.
