We are Better Together: Celebrating patient experience at Michigan Medicine

Approximately a 4-minute read

Key takeaways: 

• Patient Experience Week allows the organization to thank all those who contribute and impact the patient experience.
• It also provides an opportunity to remind faculty and staff that the ideal patient experience is built on the foundation of a thriving, inclusive workforce that delivers safe, high-quality, patient- and family-centered care. 
• Be sure to attend virtual and in-person events held throughout the week!

It’s Patient Experience Week! This week, which is recognized nationally from April 24-28, is a time to highlight, acknowledge and recognize all those who contribute and impact the patient experience.

An ideal patient experience exists with the foundation of a thriving, inclusive workforce culture that delivers safe, high-quality care with patients and families at the center. 

The Office of Patient Experience recognizes the fact that every single faculty and staff member, volunteer, patient and visitor have a role to play in creating this foundation.  That’s why, this year OPE embraced the theme of “We are Better Together” for the Patient Experience Week celebration. This theme originated from Michigan Medicine’s journey to becoming a High Reliability Organization. Providing safe, high-quality care is integral to providing a positive patient experience.

“We have phenomenal teams at Michigan Medicine. They provide excellent patient- and family-centered care, conduct world class research and support our learners and trainees,” said Devin Lippert, administrative director in the Office of Patient Experience. “A team-based environment encourages a thriving workforce culture. We are better because we work together.”

These ideals are also highlighted in U-M Health’s strategic framework. Experience and Safety and quality are two of the four pillars of the BASE priorities.

This year’s theme also embraces the core values of teamwork and inclusion at Michigan Medicine.

The video featured above shares gratitude from staff for our patient and family advisors. Including patient and family voices ensures that unique perspectives are considered at all levels. Check out OPE’s Story Library for patient and family stories about their experiences at Michigan Medicine.

“Our patient and family advisors are also important members of our work teams at Michigan Medicine,” said Keith Gran, chief patient experience officer. “They provide valuable feedback and share a patient perspective so that all patients and families can benefit. I want to share my deep gratitude to them for giving their time and energy to improve and elevate the patient experience.”

OPE also encourages everyone to recognize colleagues and teams who are working to improve the patient experience through a Making a Difference award. The team is also updating the HOPE and JOY award process and timelines. Look for an update later this week in Headlines to learn more.

To celebrate Patient Experience Week, OPE is hosting two events that are open to everyone at Michigan Medicine. These events highlight the importance of workforce culture, teamwork and how we can continue deliver the safest, highest quality care to our patients.

Patient Experience keynote address: Chrissy Daniels, chief experience officer at Press Ganey

Daniels collaborates with teams across Press Ganey to design, develop and deliver strategies to boost patient experience that are informed by over 400 million patient voices. She works closely with health care organizations nationwide as a strategic and operational partner. Daniels brings over 30 years of expertise in advancing the patient experience and building an engaging and collaborative culture.

Join us Tuesday, April 25 at the Dow Auditorium in the Towsley Center from 11:30 a.m. – 1 p.m. A virtual option is also available. Click here for details.

Patient Experience Learning Forum

We Are Better Together: Our Journey to Becoming a Highly Reliable Organization is Foundational in Providing an Exceptional Patient Experience (webinar)

Wednesday, April 26, 1 p.m. – 2:30 p.m.

Click here to register for the webinar.

Safety and quality are critical in our high reliability journey to providing excellence in patient care. High reliability skills, coupled with teamwork across the enterprise, create a culture of empowerment of staff and builds trust with our patients and families. 

This discussion will center around the importance of patient-centered care as it relates to Michigan Medicine’s goal of zero harm. Continuing education credits are available. Click here for more details about the event.

OPE teams will also be available in the Towsley Triangle during Patient Experience Week, so stop by and learn more! Along with these in person and virtual events, we invite all Michigan Medicine employees and learners to visit the Patient Experience Resource Hub to learn about all the resources available.