Experienced Resources provides health care organizations immediate leadership support to accomplish mission critical work. We achieve this by carefully matching the client’s needs to our team of experienced leaders and supporting the engagement from start to finish.

For more information contact:

Experienced Resources
600 Inwood Avenue North
Lake Elmo Bank Building, Suite 260 
Oakdale, MN 55128
952-888-4635
info@experiencedresources.net

Mary Christensen,
President & CEO, Co-Founder

Email: mchristensen@experiencedresources.net
Direct: 952.358.6143

Metro Health Care System
Interim Patient Experience Leader

Client Challenge

With the health care industry experiencing increased consumer awareness and patient scores receiving greater scrutiny, this multi-faceted health care system decided to create a new position dedicated to leading continuous improvement in the critical area of patient experience.  While actively recruiting a permanent leader for this role, they looked to Experienced Resources for an interim solution capable of providing strong day-to-day management of the existing patient experience plan as well as develop a “roadmap” for the following year.

Our Solution

Experienced Resources matched the client and their interim requirements to a seasoned health care leader with 20+ years of experience in hospital operations and patient experience management including extensive expertise in care model design and process improvement.  During the engagement, the Experienced Resources leader would be responsible for capturing and analyzing data, managing the patient experience initiatives, addressing sub-standard scores, and positioning the incoming permanent leader for success.

Results

“She [the interim leader] brought us a wealth of expertise—and delivered.  One of the most valuable things for us was her ability to innovate and challenge us to think differently.”

- Executive Sponsor

The organization quickly recognized the renewed commitment to the patient experience and outcomes began improving almost immediately.  Because the ER leader was available so quickly, the organization was able to build upon the already-established patient experience plan without any interruption.  They collectively improved their patient experience scores beyond what they had ever achieved in the previous twelve month period.  Furthermore, the interim leader implemented a series of highly-effective actions that resulted in greater role clarity, accountability, visibility into areas needing improvement, and a level of communication that helped the organization stay focused on the top patient experience priorities.  The culture began transforming, as staff gained greater appreciation for the overall patient and family experience, and the impact these efforts could have on key organizational objectives.  The search process for a permanent leader eventually produced a solid candidate and the groundwork laid during the interim engagement, led to a smooth transition.