Lessons learned during Patient Experience Week

May 5, 2023  //  FOUND IN: Our Employees

Last week, we celebrated Patient Experience Week throughout Michigan Medicine. Patient Experience Week recognized those individuals and teams that impact and elevate the patient experience.

This year’s theme, “We are Better Together,” emphasized the importance of teamwork in delivering high quality, safe, patient- and family-centered care. 

The week kicked off with a keynote address by Chrissy Daniels, chief experience officer at Press Ganey. Press Ganey is a partner vendor that administers all the patient experience surveys and the Vital Voices faculty and employee engagement surveys.

Daniels started the address by sharing patient comments from Michigan Medicine surveys. 

“Our patients care about the experience we give them across this organization. We have a disproportionate number of patients who are eager to give us feedback and not only do they answer survey questions, they tell us stories,” Daniels said.

Her simple message was that by listening to patients, we should focus on what we do best and do it often and consistently across the care continuum. 

If you were not able to join in person or virtual or want to hear the address again, you can watch it here.

Continuing the theme of teams and teamwork, the Office of Patient Experience hosted a learning forum “We are Better Together: Our Journey to Becoming a Highly Reliable Organization is Foundational in Providing an Exceptional Patient Experience.”

The presentation and panel discussion focused on how 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 patients and families. This discussion focused on the importance of patient-centered care, as it relates to Michigan Medicine’s goal of zero harm.

“[I was] so appreciative of the presenters’ expertise! They provided very clear explanations of why HRO is critical to the organization’s improvement efforts,” said an attendee who participated in the learning forum.

If you were unable to participate or want to watch it again, please visit the Patient Experience Resource Hub to watch the recording.

Join us at the next learning forum on June 8 about using patient experience survey data to improve the experience. Click here to learn more and register.

During the week, the Office of Patient Experience was also available in the Towsley Triangle. Representatives from Interpreter Services, the HOPE Ambassador program, Patient and Family Advisor management, Patient Education and Health Literacy, and Patient Experience learning and coaching shared information about their various programs.

We thank each of you for all you do every day for our patients, families and each other.