Managing the change to the Patient eXperience culture
Description:This document presents the key messages and the opinions of the experts who participated in the webinar. Webinar I addressed “Change management towards the patient experience culture”. It was sponsored by the Ensemble Hospitalier de la Côte EHC, in Morges, Switzerland.
Send download link to:
The patient experience is a strong disruptive change, which requires a culture change. This is why the patient experience cannot be considered without the active participation and approval of management, executives and professionals. Certain turns are more complicated than others to negotiate, especially when they concern all the trades of the same organization. Supporting change has become obvious in healthcare institutions. But when it comes to changing the corporate culture by focusing on the patient only, experts in each profession feel rushed in their habits. How do organizations need to adapt and transform to introduce the patient experience? How to promote a new culture in healthcare institutions and create new procedures?
SPEAKERS
Mrs. So Yung STRAGA
President of SPX / CXO-Chief eXperience Officer at the Clinique Saint Jean in Brussels, Belgium.
Mrs. Christine BENOIT
Writer and trainer in health care institutions and author of the book ‘The patient experience: Lifting a taboo for better patient care’.
Mr. Joan BARRUBÉS
Associate Director of Antares Consulting and co-founder of the company.
Mr. Jean-Guillaume MARQUIS
Head of Service for User Experience and Spiritual Care, CHUS, Canada.
VIDEO PRESENTATIONS
Mrs. So Yung STRAGA
President of SPX / CXO-Chief eXperience Officer at the Clinique Saint Jean in Brussels, Belgium.
Mrs. Christine BENOIT
Writer and trainer in health care institutions and author of the book ‘The patient experience: Lifting a taboo for better patient care’.
Mr. Joan BARRUBÉS
Associate Director of Antares Consulting and co-founder of the company.
Mr. Jean-Guillaume MARQUIS
Head of Service for User Experience and Spiritual Care, CHUS, Canada.
PANNEL DISCUSSION
We are pleased to bring you the recording of the first session of the International Colloquium of Shared Patient Experience: “The Patient eXperience, a global response to a society in search of high touch” from August to November 2020.
This session explored the topic of ‘Managing the change to the Patient eXperience culture’. The patient experience is a strong disruptive change, which requires a culture change. This is why the patient experience cannot be considered without the active participation and approval of management, executives and professionals. Certain turns are more complicated than others to negotiate, especially when they concern all the trades of the same organisation. Supporting change has become obvious in healthcare institutions. But when it comes to changing the corporate culture by focusing on the patient only, experts in each profession feel rushed in their habits. How do organisations need to adapt and transform to introduce the patient experience? How to promote a new culture in healthcare institutions and create new procedures?
