How can a hospital improve its CX?

In 2016 the Digital & Innovation Strategy team along with the Patient Experience team at Northwell Health launched a Service Recovery Pilot in 8 care units across 5 hospitals. The purpose of the pilot was to test the operational component, “How can hospital staff recover issues with service experience in real time without interrupting other critical duties or processes?” The pilot was launched without adding any additional staff, and was designed allowing service opportunities within 15 mintues of being reported. Each pilot ran for an initial 6 months time, and progress was tracked throughout. The concept was proven a success and the team moved forward with further investment. The pilot was run on the follow types of care units: Emergency Departments, Obstetrics, Cardiovascular, Orthopedics and Pediatric Oncology.

Collaborated with Patient Experience team on research plan and customer feedback surveys
Lead on services design and digital management of feedback
Data analysis on pilot results and reports to senior stakeholders
On-site briefings of staff, kick off meetings, and training materials