What is the Patient & Family Experience?
__________ is the sum of all interactions, shaped by an organization's culture, that shapes patients' and families' perception across the continuum of care.
The Patient & Family Experience
Every moment of truth creates a _______, which affects our care quality and brand reputation.
Ripple Effect
What is the Jackson Commitment?
I'm here for you.
Which CARE Value should we practice when working with people with different values, cultures, and beliefs?
Respect
Every time we miss an opportunity to provide the Jackson Miracle Experience, we implement ________.
A ________ is any interaction that shapes how patients and families perceive their care.
Moment of Truth
Our Brand and Quality
Which of the 7 E's do we apply to anticipate the needs of our patients and family members?
Expect
Which 2 of the 7 E's do we use to provide culturally competent care to our patients and families?
Engage & Empathize
How do we learn about someone else's perception?
We ask questions.
Every moment of truth contributes to the _______ experience of our patients & families.
Holistic
If patients and families have a negative experience, they are ____ times more likely to share it with others than if they had a positive experience.
4
What is the foundation of our Jackson Miracle Experience Cake?
Jackson's CARE values
According to Maya Angelou, people will forget what you said, people will forget what you did, but people will never forget _________.
How you made them feel.
What steps do we use to provide Miracle Experience Recovery?
The 7 E's