Patient Experience Journal (Nov 2017)
Accelerating patient experience performance: Collaboration and engagement as drivers for success
Abstract
The efforts at Albert Einstein Jewish Hospital in São Paulo, Brazil have been focused on principles of excellence for many years as realized in engagement in and commitment to some of the leading global healthcare practices over the last decade. In reinforcing a commitment to excellence and continuous improvement, the patient experience efforts at Einstein have evolved from an operating structure for patient experience efforts to a truly integrated program for action in address all elements in the organization impacting and ultimately driving patient experience outcomes. By grounded efforts in core evidence-based practice, while engaging the hearts and minds of staff members from all corners of the organization, Einstein has developed a Patient Experience Accelerating Program that not only reinforces the power of collective and collaborative improvement efforts, but also acknowledges the importance of engaging staff, Einstein has been able to drive clear and tangible outcomes.
