Consulting

Experts in Clinical Patient Experience Improvement, Cultural Transformation and Employee Engagement

 

Patient Experience Specialist at work for you

Connecting your specialty to the patients you serve

“A great patient experience connects clinical excellence with outcomes. It connects efficiency, quality, behaviors and mission with caregiver experience and engagement. The patient experience relies on teamwork, communication, shared decision making, empathy, compassion and establishing human connection. It is also influenced by dignity, respect and humanistic values, as well as the ability and willingness of clinicians to relate to their patients as people, not as a medical condition or a room number.” wrote Christy Dempsey on her experience as a nurse of over 30-years, a breast cancer survivor, and family member of a critically injured police officer.

 

Comprehensive Evaluation

  • Review current patient education

  • Evaluate current service infrastructure to optimize patient outcomes

  • Conduct focus groups with staff, managers and physicians to align the vision with care provision

  • Observe staff delivery of care from beginning to end of patient interaction

  • Perform real time patient satisfaction surveys to gain valuable  insight

  • Evaluate all service lines

Improve your patient care delivery model

Meet Jessica Bush

CONSULTANT & FOUNDER OF REAL CHANGE RN

Jessica Bush is a registered nurse with more than 20 years of nursing experience. She has served for the past 15 years as a patient experience improvement specialist developing patient experience models, troubleshooting clinical processes, creating action plans and training professionals how to meet and exceed todays patient expectations. She has trained over 1,500 employees, created dozens of educational modules, written numerous patient education materials and established customer service scores for major facilities that are reflective of program  excellence exceeding state and national averages. She sees the process through from start to finish and as a nurse, she knows what it takes to get the job done effectively to meet regulatory standards. Her desire is to help you help others. She brings CARE to your healthcare organization. 

 
 

CUSTOM SOLUTIONS

Every facility is different.

They have a unique culture, unique clientele and are positioned in a unique area to meet the needs of that community. A cookie cutter approach doesn’t work. Each facility requires a custom  framework designed to help them take critical next steps to achieve their mission.

 

Sustainable solutions

  • ASESSMENT

    Assessment of the current service infrastructure and care provision is imperative to determine an effective approach to align service provision with regulatory agencies, clinical outcomes and patient satisfaction. The frontline staff communicates the heart of the corporation to your clientele. Hearing their heart beat helps to determine the best course of treatment.

  • STRATEGY

    Specific interventions are created to bridge the gaps identified in the assessment to optimize patient outcomes. A service team action plan is created, educational barriers are identified, leadership strategies are supported, and employee engagement is ignited. A line by line process is communicated to enable you to perform critical next steps to meet your organizational goals.

  • IMPLEMENTATION

    Creation of actual patient education forms, written processes including steps of implementation, organizational forms and staff training modules that are tailored to meet the needs of your organization. Organizational wide training is performed to establish collaboration in meeting patient goals, improving communication and establishing patient experience standards. Development and coaching of internal trainers, facilitation of leadership workshops, operational alignment with regulatory standards and on-boarding process alignment with the organizational service plan is performed. Oversee process implementation and follow-up to ensure processes are being hard-wired.

  • REINFORCEMENT

    Improving the patient experience is a process. Patient satisfaction data analysis and clinical outcomes help guide what needs more attention to accomplish your mission. We monitor patient satisfaction data, strengthen on-going employee education, develop unit practice committees, provide annual education, improve employee recognition and reinforce positive behaviours that strengthen your corporation.

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