The Big Idea
According to the authors, who should come first in order to create an exceptional patient experience?
Who are the employees?
Patient experience includes the interactions patients have with healthcare providers and this broader organizational factor.
What is organizational culture?
When patients become vulnerable, they rely heavily on this essential element of the healthcare relationship.
What is trust?
This procedure led “Paul” to experience two very different approaches to healthcare.
What is a vasectomy?
The authors believe leaders should invest in these people to improve patient care.
Who are employees?
The controversial title of the book is intended to emphasize the importance of this group.
Who are healthcare employees/team members?
Patients often remember how they were treated by these people more than the technical details of their procedure.
Who are the healthcare team members?
Patients need to believe that healthcare professionals have their best interests at heart and possess this quality.
What is competence?
During his first experience, Paul waited approximately this long before anyone acknowledged him.
What is almost two hours?
A workplace in which employees feel valued, supported, and connected to their work demonstrates this concept.
What is employee engagement?
The authors argue that focusing on this internal factor is a primary driver of an exceptional patient experience.
What is employee engagement?
The chapter describes patient experience as extending beyond the clinical result to include what happens before and after care.
What is the entire continuum of care?
The authors argue that patients should be treated with the same care and compassion healthcare workers would want for these people.
Who are their parents?
Paul rejected the first doctor's office because he never had the opportunity to do this before his surgery was scheduled.
What is meet the doctor?
According to the chapter, healthcare organizations sometimes invest heavily in beds and technology while overlooking this resource.
What are their employees?
“Patients come second” does not mean this group is unimportant; instead, it describes the sequence for creating an excellent experience.
Who are the patients?
According to the chapter, patients often share their healthcare experiences with friends, family, colleagues, and through this type of platform.
What is social media?
Why are patients particularly dependent on trust when receiving healthcare?
What is because they are vulnerable, anxious, and often surrender some personal control?
The second physician earned Paul's trust by answering his questions and doing this before proceeding with the surgery.
What is taking time to communicate with and examine the patient?
The authors compare employee engagement to putting on this safety device first on an airplane.
What is an oxygen mask?
Explain the central paradox of “patients come second.”
What is the idea that leaders must first build and engage a strong workforce so employees can provide exceptional care to patients?
Why can a poor patient experience become a competitive disadvantage for a healthcare organization?
What is the fact that patients have increasing choices and may choose another provider based on how they were treated?
A healthcare professional who explains a procedure, answers questions, listens, and follows up demonstrates these two important characteristics of patient-centered care.
What are respect and compassion?
After surgery, this simple action by a nurse helped demonstrate the difference between the two healthcare experiences.
What is sending Paul a handwritten follow-up note to check on his recovery?
Complete the leadership logic: engaged employees lead to better employee experiences, which can lead to ________.
What is better patient care and an exceptional patient experience?