Getting closer to your patient
What sets apart service companies from their asset-based cousins is the almost exclusive reliance on the day-to-day interaction between their customers (or patients) and the lowest paid (and often least supported) members of staff.

Our patients' experiences are dictated almost wholly by the non-leadership population - the army of nurses, junior doctors, radiographers, HCAs, catering, cleaning, administrative and portering staff that provide the majority of their care.

So much, so obvious.

But how do we know who is supporting and who is undermining this patient experience? Which members of staff that are really dedicated to our mission of providing excellent patient care?

The answer is that, on the whole, we have no idea beyond a bit of gossip and the occasional letter. But it's only because we never ask the question - or if we do the it's either too infrequently or we fail to do anything with the information we're given.

We provide the expertise you need in the design, implementation and analysis of really effective patient experience systems. This doesn't mean a few button-boxes by the front door (please!) - it means providing ways for you to really understand your organisation from the patient perspective - and to act on the information you receive.

And - just to warn you - that requires some real commitment from your senior leadership team.

If you want more information on this, please contact: