E Squared (Engagement x Experience)
E2 is our theme for the year. We have been presenting it at QEM’s, clinic ops, med staff meetings, and all around the facilities. We are a five star organization. We have a very engaged work force and medical staff. We do very well in quality data. Why the push? Because if we aren’t increasing at a faster rate than others are increasing, we are decreasing (kind of like, “I don’t have to outrun the bear, I just have to outrun you!”).
It really comes down to perception. Due to the nature of healthcare, as savvy as they are, most consumers are unable to judge clinical ability. They must rely on proxies. For example, whether or not they felt cared about or if they observed teamwork in the hospital or clinic setting as it related to their care. We know we are providing excellent care due to quality and outcome data. Do our patients FEEL it? Do they WITNESS it? Do they TRUST us? Are they CONFIDENT in our abilities?
We have picked most of the low hanging fruit. Good job. Next it’s time to roll up our sleeves and tackle the tougher part of the harvest. (Or in my case, clean the meat off the turkey carcass from our family’s “Thanksgiving in August” last Saturday!) There are many times in that process I told myself “that’s good enough” only to find another pocket of good meat! I think that’s a pretty good analogy of where we are with and Engagement and Experience.
Congratulations on continuing success! Keep up the good work!
He hears most in whom he is most confident. - Galen
-Dr. Michael Hurt, CMO