Coordinate with the group patient experience to implement patient experience improvement plans and tools, to establish streamlined workflows and performance across the group.
Coordinate with the group patient experience on monitoring KPIs for patient experience and communicate these to the hospitals.
Identify patient journey processes within the organization and analyze them to understand their workflow, inputs, outputs, bottlenecks, and pain points by gathering data, observing operations, and conducting interviews with stakeholders.
Create process maps for visual representations (flowcharts or diagrams) of the current patient journey processes to gain a clear understanding of the steps involved and the sequence of activities.
Collect relevant data and metrics to quantify the performance of the patient journey processes such as wait times, show rates, patient experience tools utilization rates, etc.
Propose and implement patient experience improvement initiatives and optimizations based on analysis and industry best practices by streamlining steps, eliminating redundancies, or automating manual tasks, etc.
Collaborate with stakeholders, cross-functional teams, and department leaders to gain insights into process challenges and opportunities for improvement.
Engage in discussions with patients, families and staff to generate innovative ideas and consensus on improvement strategies through patient and family advisory committee.
Establish performance metrics and key performance indicators (KPIs) to measure the success of process enhancements and track progress over time.
Assist in the planning and execution of process changes, including the development of training materials, communication plans, and support during the transition period.
Identify and recommend technology solutions or tools that can further enhance process efficiency and effectiveness. Collaborate with IT teams to integrate these solutions seamlessly.
Ensure that process enhancements adhere to quality standards, compliance requirements, and best practices.
Document all process changes, new procedures, and improvement efforts to maintain a record of progress and facilitate knowledge sharing among team members.
Conduct cost-benefit analyses to evaluate the financial impact of proposed process enhancements. This helps in prioritizing improvement initiatives based on their potential return on investment.
Identify and evaluate potential risks associated with process changes and implementing mitigation strategies to minimize disruptions.
Continuously monitor the performance of the enhanced processes and gather feedback from stakeholders to make further improvements and adjustments as needed.
Apply Lean and Six Sigma principles and methodologies to identify and eliminate process inefficiencies and waste.
Person-Centered Care and CARE+ Communication
Provide individualized emotional, physical spaces and assess the emotional needs for care that are in tune with trust to keep pace with changing needs and their lifestyle.
Direct the person-centered care principles to comply with CARE+ communication and service standards throughout the group.
Incorporate patients and their familys feedback from patient shadowing and other methods and work collaboratively towards a plan that is efficient for everyone to adopt and promote person-centered care principles.
Develop improvement plans with other specialists, supervisors, and team leads based on all the data findings and trends to ensure that plans respond to person-centered care principles and global best practices.
Policies, Standard Operating Procedures, and Patient Journeys
Implement patient experience policies, standard operating procedures and journey maps covering end-end patient journeys, such as outpatient journey, radiology journey, pharmacy journey, labor and delivery journey, operating theatre journey, etc.
Participate in the continuous improvement of existing policies, processes, and procedures to drive improvement in patient experience and better insights and analysis.
