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

Patient Experience Project

Client Challenge

This multi-faceted health care system had established three organizational objectives; operational excellence, a high quality patient experience, and continued growth. With these objectives in mind, they created a new position dedicated to leading patient experience tracking, analysis, and continuous improvement. While actively recruiting for this role, they looked to Experienced Resources for an interim leader who would be capable of providing strong day-to-day management of the current patient experience plan as well as develop a "roadmap" for the following year.

Core Values Required

The critical core values for this engagement included Accountability, Collaboration, Communication, Creativity, Expertise, and Organization.

Our Solution

Experienced Resources matched the client and their project leadership requirements to a seasoned health care leader with 20+ years of experience in hospital operations and patient experience management. During the engagement, the Experienced Resources leader was responsible for capturing and analyzing data, managing the patient experience initiatives, addressing sub-standard scores, while positioning the incoming permanent leader for success.

Results

The project leader ramped up quickly and with her help, the organization improved their patient experience scores beyond what they had been achieving in the previous twelve months. Furthermore, according to the client sponsor, she implemented a highly-effective action plan that included greater role clarity, accountability, visibility into areas needing improvement, and an internal communication strategy. The staff also gained a greater appreciation for the patient experience function, its connection to various departments, and the impact this role can have on key organizational objectives. The search process for a permanent leader was successful and their transition into the role proved smooth as a result of the groundwork laid during the interim engagement.