The typical hospital stay is a profoundly stressful experience. You
arrive already in discomfort only to be subjected to a litany of
indignities: you’re poked and prodded, reduced to wearing a flimsy gown, and dependent on strangers for information, food, and help going to the bathroom. The typical surroundings only xacerbate the situation. Just when
you need home comforts the most—perhaps a quiet sunny space, some soft cotton sheets—you’re thrust into a dreary cinder-block room, set under the
glare of fluorescent lights, and left writhing on a sea of antibacterial fabrics and hard plastic surfaces with an endless soundtrack of disembodied voices
emanating from an intercom by your head. Is that any way to convalesce?
Creating the unexpected in health care is a thrilling but daunting challenge.
Sustaining the unexpected, even more so. We considered it our privilege – in fact, our responsibility – to help in writing one
of the most compelling chapters in the history of neuroscience medicine and healthcare construction.
Miron Healthcare Services, along with a fresh wave of cutting-edge healthcare facilities, is reinventing the concept of typical healthcare and reviving the spirit of the ideal patient experience.
A presentation given by Susan Jury & Andrew Kornberg at The Journey, CHA Conference 2012, in the 'Enhancing Outcomes Through Innovations in Technologies' stream.
Check out some of the latest Showcase Ideas from across the Medical Center!
Ideas listed on the slideshow have been implemented through the department’s Idea System, and entered into the UMass Memorial Health Care Implemented Ideas Database. If you’d like to showcase your team’s idea, please email Lauren Russell.at lauren.russell@umassmemorial.org
Creating the unexpected in health care is a thrilling but daunting challenge.
Sustaining the unexpected, even more so. We considered it our privilege – in fact, our responsibility – to help in writing one
of the most compelling chapters in the history of neuroscience medicine and healthcare construction.
Miron Healthcare Services, along with a fresh wave of cutting-edge healthcare facilities, is reinventing the concept of typical healthcare and reviving the spirit of the ideal patient experience.
A presentation given by Susan Jury & Andrew Kornberg at The Journey, CHA Conference 2012, in the 'Enhancing Outcomes Through Innovations in Technologies' stream.
Check out some of the latest Showcase Ideas from across the Medical Center!
Ideas listed on the slideshow have been implemented through the department’s Idea System, and entered into the UMass Memorial Health Care Implemented Ideas Database. If you’d like to showcase your team’s idea, please email Lauren Russell.at lauren.russell@umassmemorial.org
The Role of Evidence-Based Design | Miron ConstructionMiron Construction
In this overview of evidence-based design in healthcare, Miron Construction takes a look at how the physical environment, along with other factors such as cultural and social, can impact the patient and practitioner experience in giving and receiving care.
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
Effective Patient Retention Patients For Life!guest05eb1f
Tips on the keys to creating and maintaining a loyal customer base, decreasing cost per lead, and increasing brand advocates. Patient retention processes and programs are critical to keeping your current patients coming back.
Getting Customer Validation of Your Product Before Release | Emily Hossellman...UCICove
About UCI Applied Innovation:
UCI Applied Innovation is a dynamic, innovative central platform for the UCI campus, entrepreneurs, inventors, the business community and investors to collaborate and move UCI research from lab to market.
About the Cove @ UCI:
To accelerate collaboration by better connecting innovation partners in Orange County, UCI Applied Innovation created the Cove, a physical, state-of-the-art hub for entrepreneurs to gather and navigate the resources available both on and off campus. The Cove is headquarters for UCI Applied Innovation, as well as houses several ecosystem partners including incubators, accelerators, angel investors, venture capitalists, mentors and legal experts.
Follow us on social media:
Facebook: @UCICove
Twitter: @UCICove
Instagram: @UCICove
LinkedIn: @UCIAppliedInnovation
For more information:
cove@uci.edu
http://innovation.uci.edu/
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Tracxn Research — Customer Service Software Landscape, November 2016Tracxn
The report encompasses companies which provide software and platform enabled customer services during and after the purchase of products or services for both B2C and B2B organizations.
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
The Role of Evidence-Based Design | Miron ConstructionMiron Construction
In this overview of evidence-based design in healthcare, Miron Construction takes a look at how the physical environment, along with other factors such as cultural and social, can impact the patient and practitioner experience in giving and receiving care.
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
Effective Patient Retention Patients For Life!guest05eb1f
Tips on the keys to creating and maintaining a loyal customer base, decreasing cost per lead, and increasing brand advocates. Patient retention processes and programs are critical to keeping your current patients coming back.
Getting Customer Validation of Your Product Before Release | Emily Hossellman...UCICove
About UCI Applied Innovation:
UCI Applied Innovation is a dynamic, innovative central platform for the UCI campus, entrepreneurs, inventors, the business community and investors to collaborate and move UCI research from lab to market.
About the Cove @ UCI:
To accelerate collaboration by better connecting innovation partners in Orange County, UCI Applied Innovation created the Cove, a physical, state-of-the-art hub for entrepreneurs to gather and navigate the resources available both on and off campus. The Cove is headquarters for UCI Applied Innovation, as well as houses several ecosystem partners including incubators, accelerators, angel investors, venture capitalists, mentors and legal experts.
Follow us on social media:
Facebook: @UCICove
Twitter: @UCICove
Instagram: @UCICove
LinkedIn: @UCIAppliedInnovation
For more information:
cove@uci.edu
http://innovation.uci.edu/
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Tracxn Research — Customer Service Software Landscape, November 2016Tracxn
The report encompasses companies which provide software and platform enabled customer services during and after the purchase of products or services for both B2C and B2B organizations.
Patient satisfaction is about the Total Quality of the Patient Encounter (TQE). TQE is the sum of Patient Experience (as defined by CMS) plus Patient Satisfaction as defined by all of the non CMS related touchpoints.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
Taiwan CPC 2012 Workshop - Using UX Design Principles & Methodologies in Desi...MLD/Mel Lim Design
Aspiration and joyful satisfaction are intrinsic drives. They are the common denominators of all effort, beginning with design and extending to the client and user experience. What is created externally mirrors what is happening internally. To understand the whole requires learning to engage in empathic internal and external communication across cultures, teams, clients, and customers. This “practice” provides validation, adds to ideation, and forges strategies for demonstrating and building value.
Welcome to Innovation Territory - ProductCamp Vancouver 2013Cynthia DuVal
Cynthia DuVal along with colleagues Stewart Rogers and Elizabeth Yeung describe a design ethnography and innovation discovery project we did for a software company that resulted in a 5-year innovation roadmap.
Loyalty is won by defining and delivering exceptional experiences. Whether it’s patients,
volunteers or physicians, the ways an organization meets emotional and functional needs drives advocacy. Our experience mapping approach has been used by healthcare organizations such as Texas Children’s Hospital, Froedtert & The Medical College of Wisconsin and M.D. Anderson Cancer Center to develop a better understanding of the experiences they deliver — and to grow smarter from it.
The vision behind Menasha Corporation's 102,131 SF new global headquarters was to create a long-term master plan that reflects the integration of Menasha's business units into "One Menasha." Learn more about how Miron Construction and Eppstein Uhen Architects brought this vision to life in a new space that showcases Menasha's innovative spirit and commitment to community and sustainability.
An overview of Authors of Change, a tool used by Miron Construction to empower Owners and end users to initiate changes in their new work environments.
Meaured: Rapid Access Prototyping | Miron ConstructionMiron Construction
An overview of rapid access prototyping, a tool used by Miron Construction that allows Owners and end users to interact with life-sized models of a proposed space and make changes to the design and layout in real-time.
Native plantings are a great sustainable choice for landscape projects. Here, Miron Construction takes a quick look at the benefits and provides resources for those interested in learning more about what plants are native to their areas.
Hillcrest Primary School LEED Project Profile | Miron ConstructionMiron Construction
More and more we are seeing school districts take an interest in integrating sustainable design and construction into their school construction projects. When Shawano School District decided to build a new primary school in Shawano, WI, the team implemented a number of sustainable strategies that earned the project Gold LEED certification.
LEED certification is becoming a necessary element in real estate development today. Commercial Horizons, Inc. incorporated a number of sustainable elements in this commercial office space expansion, earning the project Silver LEED certification. Now, CHI's tenant, Integrys Energy Services, enjoys approximately $7,000 in annual energy cost savings.
Lake Mills Middle School LEED Project Profile | Miron ConstructionMiron Construction
When the Lake Mills community approved an addition/renovation project at the local middle school, the Lake Mills Area School District made sure sustainability was a key component of design and construction. The result is a Platinum LEED certified facility that will serve students for many years to come.
Miron's Industrial Division provides construction solutions from beginning to end by completing building and equipment installations. Our team will complete your project safely, within budget and to your quality standards, ensuring that your plant or machine is back up and running on time.
In 2008, Langlade Hospital, a rural, critical access hospital located in Antigo, Wisconsin, differed little from other rural hospitals throughout the country. It faced many of the same challenges as its peers and wanted to blaze a new path.
Originally built in the 1930s, the historic 1,100-student Menasha High School had served the community well. However, education had changed significantly during those 75 years, and the building’s classrooms were now outdated, inflexible, and undersized for today’s teaching methods and dynamic programs.
In 2009, realizing these changes and critical needs, a group of citizens, staff, and administrators spent months studying and analyzing trends, opportunities, and requirements to provide a relevant education for the future. This group presented a comprehensive Vision Report to the School Board and community: a road map to better prepare MHS students for life in the 21st century.
Years of researching, planning, communicating and listening to the community paid off at the polls with 2,858 yes votes to 1,046 no: a whopping 73% approval. Miron Construction and EUA are honored to have contributed to their successful planning and referendum efforts, and are excited to serve as their architecture/construction team.
The Fox Valley Technical College (FVTC) referendum was conducted during tough economic times and a turbulent political landscape. Miron Construction worked with Eppstein Uhen Architects (EUA) to clearly identify FVTC's needs. Extensive input was gathered from key stakeholder groups including faculty, staff, students and valued community partners. Dr. Susan May, FVTC president, said: "EUA and Miron helped us design a process to gain public support from all constituencies, one that assisted FVTC in making effective and efficient decisions in a relatively short time frame." The result was a $66.5 million referendum that passed with 66 percent approval. Craig Uhlenbrauck, vice president of marketing for Miron who works first-hand with all educational projects, could speak to their approach on this and any educational project in their portfolio.
Expect the Unexpected: A health care construction case study Miron Construction
The three critical elements required
to build this type of transformational
healing environment were: Physical,
Behavioral, and Informational. By
understanding the Experience
Ecology and the outcomes of all
three areas in conjunction with one
another, sustainable change can
take place, allowing for a patient-
specific experience centered on
quality outcomes.
Case Study: Transforming the Worker's Compensation ExperienceMiron Construction
The ideal worker’s compensation experience should encompass
three ecology items that must be integrated as the basis for
the transformation. By understanding the outcomes of all three
areas in conjunction, with one another sustainable change can
take place allowing for a patient-specific, effective, time-saving
experience.
Case Study detailing the unique details of the patient experience and what it should be at the Orthopedic Sports Institute in Appleton, WI. Miron Construction Co., Inc's Steve Tyink used the C5 process to define the goals of what OSI wanted the patients to experience during their stay, and the building was constructed around those definitions.
Miron Construction - Best Advantage Credit Union Case StudyMiron Construction
A Case Study Profiling the unique design and construction techniques used to help launch Best Advantage Credit Union in Brillion, WI. Best Advantage CU was built by Miron Construction Co., Inc. in Neenah, WI.
Miron Construction - Best Advantage Credit Union Case Study
The evolution of the patient experience
1. The Evolution of the Patient Experience
Experience-Based Design in Healthcare
2.
3. We identify what patients want and need,
even if they can‘t articulate it.
The Result?
A unique experience that creates
life-long, loyal customers.
4. The Evolution of the Patient Experience
The “Typical” Hospital Stay
T
he typical hospital stay is a profoundly stressful experience. You
arrive already in discomfort only to be subjected to a litany of
indignities: you’re poked and prodded, reduced to wearing a flimsy gown,
and dependent on strangers for information, food, and help going to the
bathroom. The typical surroundings only exacerbate the situation. Just when
you need home comforts the most—perhaps a quiet sunny space, some soft
The hospital staythe entire
cotton sheets—you’re thrust into a dreary cinder-block room, set under the
healthcare continuumis
experiencing a revolution in glare of fluorescent lights, and left writhing on a sea of antibacterial fabrics
how care is delivered. and hard plastic surfaces with an endless soundtrack of disembodied voices
emanating from an intercom by your head. Is that any way to convalesce?
The typical hospital stay is a profoundly stressful experience. Reimagine...
5. Reimagine the Patient Experience
A
friendly person at reception smiles and welcomes a patient by first
name. Hotel-style amenities include flat-screen televisions that can
be used to access the Internet, patient-education materials, and even room-
service menus. All overnight rooms have bathrooms with hair dryers. With
wireless phone systems, patients can have direct contact with their caregivers
rather than going through a reception desk. With less phone calls and
Patients and staff need to
overhead paging, patients and overnight guests experience a better night’s
work collaboratively to
reimagine and design the sleep. Each room has a wall-mounted computer so that nurses and caregivers
ideal experience—and to retrieve patient charts only steps from the bedside. Since parents often stay
ensure its implementation is
for long shifts, why not offer luxury daybeds? The possibilities for designing
unique and personalized to
the individual. a phenomenal patient experience are endless. The bottom line is this: People
from all walks of life have an innate desire to feel a part of something
to believe they matter. Listening to your customers and understanding
their unique needs and desires will be critical to truly differentiating your
organization and competing in a saturated marketplace. Carve Out Uncontested Space in your Market...
6. The Evolution of the Patient Experience
Uncontested Space
T
he real goal: To understand patients’ unique needs and align people
and behaviors to deliver the right solutions. If your organization can
find ways to provide an experience unlike competitors, you command the
space in your market.
Our experience-based design experts can augment design work already
We work with patients, care
underway (or begin the process) by working collaboratively with design
providers and frontline
staff to redesign experiences partners and you, the owner, to create unique and ideal experiences for
rather than just systems and patients, staff, and the community. Our team typically begins the building
processes.
process by understanding what you’re trying to improve and how to create
stakeholder experiences unlike any other.
Experience-Based Design can bring it all to life...
8. The Evolution of the Patient Experience
Experience-Based Design: What is it?
E
xperience-based design (EBD) in healthcare focuses strongly on
capturing and understanding patients’ and care providers’ experiences;
not simply their view of the process—for instance, the speed and efficiency
at which they travel through the system. Instead, it deliberately draws out
the subjective outcomes: Personal feelings a patient and caregiver experience
at crucial points in the care pathway.
Experience-based design
focuses on capturing and
then designing the ideal Miron provides experience-based design methodologies and strategies
patient experience along that help you identify and create experiences that are unique, original and
critical points in the care
relevant. We immerse your organization and the patients you serve in proven
pathway.
experience-based design training, exploring and challenging what employees
and customers really need to create experiences that exceed expectations. We
outline the experiences necessary to bring your vision and brand image to
life.
Experience-Based Design is the intersection at which your brand promise meets reality. It asks the
tough question: Are you delivering what you promise?
9. Walk, Talk, Create, Act Identity Benchmark
Evaluation
Gap
Capture Innovation Attach 21 Imprint
Reverse-
Diagrams Imprint™ Analysis
Outcome
Multi-Sensory AIM
O
Attach Identity Modeling™
nce the ideal experience is defined, the behavioral, informational, Analysis Attachment
Research Ownership
Identity Impression
250 Matrix™ Areas
Physical and, physical components through which any experience is delivered Days to
Attach
Mind Map
Capture Act Walk Innovation
Walk, Talk
must be modified to support and deliver the new experience. Miron offers a Team Create, Act
Values Wheel
simple methodology to help your organization’s staff modify their behavior At Work Experience
Eight Tough
Ecology Activity Targeted Tour™ Question
Behavioral Movement™ Cascade™
based on the new experience they co-created. It’s a four-step process we like
Time-Lapse
Informational
to call “Walk, Talk, Create, Act.” We utilize forty EBD tools to bring the Population Video
Impact Cultural
newly created experience to life, and to ensure it continues to endure long Attach Archetype Evolution to
Factors Revolution
after we’re gone. What’s left behind is a complete cultural transformation Authors of
Miron’s Experience-Based P Presen Change™ Travel
Design methodology is organized to deliver the ideal patient experience. Future
Create Talk Tool
more than a “program.” It’s Model
Connection Imagine™ Through
Barrier
Observation
Idea
a cultural transformation Rapid
Story Their Eyes™
Prototyping
Booking
in how you interact with Access
Attach Attach Points™ Digital
Prototyping
and deliver care to your Matrix Secondary Attach Connection
Research Agents
customers.
Change does not happen overnight.
It is a gradual transformation that occurs one interaction at a time.
10. The Evolution of the Patient Experience
Experience-Based Design Tools
W
hen you are able to identify what to change—when, where and
Act Review
quarterly
Identify
Customer
Walk
List
how—your organization is then capable of designing a unique
progress & Attach
Implement
revise Points
(CAP) desired outcomes
CAP action item
for each CAP
Prioritize
experience with efficiency and effectiveness. Miron offers unique, and yet
Apply
the solutions desired outcomes
simple to use, experience-based design tools that allow you to:
for each CAP
Discuss
Plan
what is needed to create
the action to desired outcomes
gain support
Observe the current employee and customer experience through fresh eyes,
Analyze
Create Identify
experience opportunities
action plans
Prioritize
options for
“the flow”
and ask “Why
“Why do they exist?”
Enhance the current experience to achieve desired patient’s outcome, and
Create CAP solutions do I do this?”
Talk
Intentionally orchestrate those experiences to achieve business results.
Taking the “blinders” off
is the first step. Many Innovation comes to life through the eyes of the user experience and helps
innovations have been
to ensure desired outcomes happen every time, without fail.
uncovered simply by
observing the current
experience through
“fresh eyes.”
The statement “that’s the way it’s always been done” — is simply no longer acceptable.
11. Observation
U
tilizing techniques developed by the Miron innovation team, the
design team “lives” in the space to see how the work really gets done.
Our team doesn’t simply compile an inventory of what’s there; we seek to
understand what may be missing by focusing on the patterns of interaction
and movement of people and information.
Observation reveals and We begin with identifying all the IMPRESSION AREAS that a patient/
identifies how individuals user interacts within. In each impression area, multiple interactions with
move through current
people, services, information and the physical environment are identified and
experience areas, and
associated behaviors. strategies to create patient/user ATTACHMENT are developed. An "a la
This inquiry reveals the carte" selection of customizable tools are available to bring these attachment
primary elements required
opportunities to life.
to chronicle, stimulate and
advance change.
All observation tools have one focus: Identifying opportunities for patient/client attachment.
12. The Evolution of the Patient Experience
Connection Diagramming
U
sing a network diagram, Miron creates a report that identifies the
relative strengths and weaknesses within staff and care provider
networks. These reports reveal the “go-to” people, how decisions are made,
what tools are required to support the various work processes and the flow
of information through the system. Miron sets in motion the interchange
necessary to withdraw this information. Components are categorized,
displaying the alternatives for expanded efficiency, continuity, connection
This visual depiction of and captivation.
the connections between
PEOPLE in the
organization is an efficient
way to clearly demonstrate
behavioral, informational
and physical gaps and
opportunities within the
organization.
Patients and customers do not have experience in a vacuum. Designing the ideal experience
demands interconnections between people and departments.
13. Reverse Outcome Modeling Stand up to greet and welcome
"Good Morning, Good Afternoon how
may I assist you?"
Patient: "I'm here for my appoint Follow-up
ment with Dr.____"
System to
Pre-Registration ensure com
Great, my name is_______, you are? Did pletion
you get a chance to complete the
paperwork we sent?"
H
Pull Chart
One Brand - One Form
ow do you build a new experience? What happens if… What Pre-Registration On-Line Form
Facility Layout
Administration Marketing/HR
Patient Services
Action Items Forms on-line
Understood
Registration/Reception
happens when… Reverse outcome modeling is employed to develop
Medical Records
Pre-Registration On-Line Form
Patient Info - Health History
Welcomed At Ease Comfortable
Community Outreach
Education Collapse 'Intake' forms to 1
Right Place dent Prepared
On-Line Form
the preferred experience with the new behaviors and processes required
Pre-Registration
New Patients Privacy HIPAA
ce Can we have 1 form? (Susan Manning)
Hospital Services
Call with Appt. Reminder
Pre-Registration On-Line Form
Referral Network
Outcomes
Manipulative Care
to make the change. Through structured exercises, Miron identifies the Demographic Personal
Information Use EPIC and Access print Pre-Registration On-Line Form
Nurses outs for more information
Diagnostics
Providers
Clinical Assistants
Scheduling experience areas, attachpoints, outcomes and actionable items that realign Registration Copy/Scan Insurance Card
Procedures
Check-in
and transform how customers and employees experience your organization. V.O.C.
Integrate Financial policy Form Pre-Registration On-Line Form
Modeling will identify
with Demographic
O.C.A.
Miron sets this transformation into motion by helping you work backward— Surgery
and analyze all essential
Pre-Registration On-Line Form
Complete Marketing Form
Center
MRI
moments at which forward. It starts with articulating the desired outcome for different patient Physical The Institute
"Hello, Mr. Jones, nice to see you again"
Therapy
individuals connect with the
Patient: Thanks Holly.
Orthotics
experiences. This involves collaborative user groups made up of patients Existing Patients Verify personal information "Mr. Jones,
are you still at 123 Oak Street?"
brand experience. Outcomes Check Insurance Card/If
changed copy new card
and care providers along the healthcare service stream. Next, we visually
are illustrated and outlined "Hello, Mr. Jones, nice to see you again"
to extract opportunities for depict the people and processes necessary to create the desired experience
Existing Patient (New Problem)
New problem: Update medical
history form
strengthening connectivity. outcomes.
Check Insurance Card/If
changed copy new card
Identifying the destination or the outcome is where it all begins...
14. The Evolution of the Patient Experience
How do we get started?
M
iron is committed to building more than just buildings. We
believe wholeheartedly in partnering with our clients to develop
solutions that deliver business results. For many, that means increasing their
bottom line, or enhancing their ability to recruit and retain the best and
brightest. For others, it’s giving them a competitive edge. Our experience-
based design services offer our clients the ability to distinguish themselves
in an increasingly competitive marketplace. That is why we are committed
Contact: to collaborating with owners and design partners to create unique, truly
differentiating experiences that exceed client expectations. We know it is no
Steve Tyink
longer enough to simply satisfy. At the end of the day, it’s all about helping
(920) 969-7047
our clients be successful. This service is just one way we’re helping clients
steve.tyink@miron-
deliver on their promises.
construction.com
Simply stated, our commitment reaches beyond construction; our passion
brings dreams to life. w w w. M i r o n - C o n s t r u c t i o n . c o m
16. CORPORATE WAUSAU MADISON IOWA
1471 McMahon Drive 500 First Street, Suite 4000 8215 Greenway Boulevard, Suite 100 9440 Atlantic Dr., SW, Suite 3
Neenah, WI 54956 Wausau, WI 54403 Middleton, WI 53562 Cedar Rapids, IA 52404
920.969.7000 715.841.4000 608.203.2700 319.298.5200