1.
ANNUAL
COLLOQUIUM
2019
SO YUNG STRAGA

2.
+ MORE THAN 80%
MORE THAN 80% OF
MANAGERS AND HOSPITAL
PHYSICIANS AGREE WITH
THE FOLLOWING FACT:
« IMPROVEMENT OF
PATIENT EXPERIENCE IS AN
ABSOLUTE PRIORITY »

3.
TRIPOD
PATIENT EXPERIENCE
PERSONNALISED
TAKING TIME TO
LISTEN
SHOWING EMPATHY
The 2018 study « Consumer Perspectives on Patient
Experience » conducted by The Beryl Institute shows that
patients and families consider listening and communication as
the key ingredients of a positive experience while the age of the
institution and parking facilities are at the bottom of the list with
priorities.

4.
BRIDGING THE GAP BETWEEN THE HEALTHCARE
PROFESSIONALS AND THE PATIENT EXPERIENCE OFFICER

5.
2 IMPORTANT CONSTATATIONS
 Diversity of professions and
organisation in silos
 Everything falls under « the
responsability of patient
experience »

6.
LOGISTICS
MEDICINE
PROCESS
TECHNOLOGY
CARE
ACCREDITATION
…

7.
THE XP OFFICER IS THE
ARCHITECT WHO IS
HELPING THE OWNERS
TO ADOPT AN XP
CULTURE
“THIS IS THE WAY
WE ARE DEALING
WITH THINGS IN
OUR HOSPITAL”

8.
WHO?
QUALITY
MANAGER
PHYSICIAN
NURSE
COMMUNICATION
MANAGER