Mike Esterday and Harriet Butler of Integrity Solutions, LLC, a solution provider at the marcus evans National Healthcare CXO Summit Fall 2012, on improving the patient experience and increasing employee engagement. Interview with: Mike Esterday, Chief Executive Officer, and Harriet Butler, Executive Vice President, Integrity Healthcare Solutions

1. Improving the
Patient Care Experience
uncertainty as to what will happen with What helps hospital employees feel
increased federal regulations, the engaged?
possibility of reimbursement cutbacks
and how that will impact the quality of Mike Esterday: We begin by working
care hospitals will be able to provide. It with hospital leaders to understand their
is critical that hospitals achieve certain role in creating a strong service culture.
standards, including a positive patient This requires leading by example,
experience. Moving forward, Pay for supportive coaching, and building a
Performance will be impacted by culture of accountability. Everyone has
HCAHPS scores. to understand how their job impacts the
patient experience, which reconnects
How can they improve the patient people to their purpose in the
experience? organization.
Mike Esterday: Research has shown that Also, many employees do not realize
in order to improve patient satisfaction, that customer service is not just about
you must improve employee how they treat patients but also how
satisfaction, yet many organizations they treat each other. It is only by
overlook the importance of this part valuing each other that they will be able
of the equation. Our strength is a to create an environment that supports
unique learning process that translates a positive patient care experience.
knowledge of service and coaching skills
into new behaviors. It is not only what
people know that counts, but what they
do.
Interview with: Mike Esterday, Chief Harriet Butler: We place a strong
Executive Officer, and Harriet emphasis on the importance of
Butler, Executive Vice President, attitudes, motives and values in addition
Upgrading
Integrity Healthcare Solutions to service skills. Customer service is
doing the right thing because it is the
right thing to do for patients, families
their
In today’s uncertain healthcare and each other.
environment, most hospital CEOs
realize the importance of having a How do you identify the gaps that
strong service culture, according to Mike
Esterday, Chief Executive Officer and
Harriet Butler, Executive Vice President,
need to be addressed?
Harriet Butler: We often begin with a
people skills
Integrity Healthcare Solutions.
However, the challenge for many is
understanding how to engage the hearts
service culture inventory to capture
employees’ perception of elements that
support engagement and impact the
would impact
their scores
and minds of employees to support this patient’s perception of care. These
goal. findings provide valuable insights as to
opportunities for improvement.
and
From a solution provider company
attending the marcus evans National For example, it is not uncommon to
Healthcare CXO Summit Fall 2012, learn that employees do not feel their
bottom line
in Dallas, Texas, October 21-23, managers show appreciation for the
Esterday and Butler talk about how work they do, so we help leaders
improving the patient experience and understand how recognition impacts
increasing employee engagement engagement and retention of top
impacts the bottom line. performers.
What are hospital CEOs concerned This may relate to a formal recognition
about today? program, but it is often a matter of
taking the time to say thank you or
Mike Esterday: There is a lot of show appreciation for a job well done.

2. About the National Healthcare CXO Summit Fall 2012
The marcus evans Summits
This unique forum will take place at The Westin Stonebriar, Dallas, Texas, October
groups deliver peer-to-peer
21-23, 2012. Offering much more than any conference, exhibition or trade show,
information on strategic matters,
this exclusive meeting will bring together esteemed industry thought leaders and
professional trends and
solution providers to a highly focused and interactive networking event. The
breakthrough innovations.
Summit includes presentations on physician alignment strategies, perfecting the
ACO model, improving patient satisfaction and experience, cost-containment case
studies, the future of the US healthcare system and much more.
www.healthcare-summit.com
Please note that the Summit is a
closed business event and the
Contact
number of participants strictly Sarin Kouyoumdjian-Gurunlian, Press Manager, marcus evans, Summits
limited. Division
Tel: + 357 22 849 313
Email: press@marcusevanscy.com
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About Integrity Healthcare Solutions
Integrity Healthcare has partnered with over 150 healthcare organizations to improve the patient experience and employee
engagement. A variety of resources support these objectives – a comprehensive leader/manager development curriculum, service
cultural surveys and a unique service training process that engages the hearts and minds of all employees. Results include higher
patient, employee and physician satisfaction, stronger accountability and increased retention.
www.integrityhealthcaresolutions.com
About marcus evans Summits
marcus evans Summits are high level business forums for the world’s leading decision-makers to meet, learn and discuss
strategies and solutions. Held at exclusive locations around the world, these events provide attendees with a unique opportunity to
individually tailor their schedules of keynote presentations, think tanks, seminars and one-on-one business meetings.
For more information, please visit: www.marcusevans.com
Upcoming Events
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