The Data and Measurement Issue - 14

Data Insights for Activ
Healthcare
" We need to improve our patient experience.
Can you help? "
Moments that matter are the foundation of
meaningful experiences. At an ambulatory
services organization within a large healthcare
system, the vision is for the organization
to be a place where everyone feels safe,
appreciated, and taken care of-so that,
ultimately, the organization's people can
provide an exceptional world-class patient
experience for others. To help bring that
vision to life, TiER1 partnered with this
organization to drive measurable changes
across its ways of working and outcomes
in the leader and associate experience,
starting first with ambulatory care centers.
We conducted three workshops with
approximately 30 operational leaders across
nine ambulatory care centers. Based on the
science of healthy and high-performing teams,
these workshops helped company leaders
build on the " bright spots " of the leader and
associate experience, as well as surfaced
opportunities or challenges associated
with patient experience
data. Because patient
experience scores are
a lagging indicator, we
also looked at leading
indicators throughout
the work to provide
meaningful insight into progress toward
desired results, as well as identify results
early enough to course-correct as needed.
Examples of leading indicators:
* Staff feel connected to their team.
* Staff feel listened to and respected
by the team.
* Staff feel that their expertise is valued.
* Staff feel appreciated.
* Staff feel empowered.
* Patients feel " seen " and heard.
* Patients feel staff and providers
communicate with empathy and compassion.
Outside the workshops, we facilitated fieldwork
and guiding sessions to help site leaders
identify a key moment to redesign. The work
included listening to staff needs and pain points
relative to two key patient experience drivers;
reviewing patient and associate experience
data; identifying the moments that matter that
need to be intentionally redesigned at their
site; and empowering a core team of staff to
develop and test new ways of working. With
support from TiER1, site leaders were able to
determine which leading and lagging indicators
they would use to gain insight into the impact
of the newly designed moment at their site.
DEI (Diversity, Equity, & Inclusion)
Clare Jeong, 2023 Excellence in Learning
& Performance Award recipient, is a talent
management professional who is helping
leaders become inclusive and more
proficient in making data-driven
decisions when it comes to talent.
Here's how:
As a passionate advocate for DEI, Clare
seamlessly integrated a DEI lens to
talent review by building key spreadsheet
dashboards that highlighted succession and
DEI metrics via a customized dashboard for
leaders to support talent discussions. This was
critical as it enabled leaders to see key talent
gaps as part of their calibration discussions. As
a result of Clare's work, leaders are now being
trained on how to leverage the dashboard and
DEI talent metrics to have more meaningful
talent conversations and create a more
effective talent practice. With this newfound
training, Clare is helping leaders prioritize
&
The Data and Measurement Issue

Table of Contents for the Digital Edition of The Data and Measurement Issue
