Simple Doesn't Mean Easy: The Patient Experience Leader's Guide: Real Training, Real Tools, Real Improvement in Healthcare - Hardcover

by Lara Klick (Author)

As I write this, my father is sitting in an emergency room waiting to be seen. This is his fourth trip to the ED and likely his third inpatient stay in five weeks.

Today, I'm just a daughter. But for nearly three decades, I've been tasked with taking care of families like mine in a way that heals the soul as much as the body.

We in healthcare know WHAT needs to be done and WHY we should do it. But when I tried to create sustained improvements in Patient Experience, I had to figure out the HOW myself.

Simple Doesn't Mean Easy is designed for you to learn from my mistakes. I'm going to tell you how it's done. This is your cheat-sheet and your roadmap to what works.

Do you want guidance that's practical, tactical, proven and reliable? Systems that will drive culture, from the foundations to the details? Find them here:

• Cultivate high-impact partnerships with key stakeholders
• Translate complex metrics into powerful data designed for your specific audiences to maximize collaboration and buy-in
• Operationalize embedding core skill sets into service standards, hiring, training and evaluating your team; build sustainability
• Hardwire consistency and reliability in core practices using data and analytics
• Standardize interventions across the continuum of care

You'll make the journey fun and satisfying for those in the trenches-your frontline workers; and a refreshment to your customers. Your uptrend can start here and now.

In this world of Patient Experience, theft is the highest form of flattery. I invite you to steal my stuff, because it's not about me or you-it's about taking care of people like my dad.