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Page 1:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

www.4wardfast.com

Page 2:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 3:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

You are the Patient Experience

Your Employees

are the Patient Experience

Page 4:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 5:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

The Experience is the Marketing

Page 6:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 7:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

WOM

Page 8:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 9:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Boomer Women

Page 10:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Why More Important Than Ever

Page 11:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Why More Important Than Ever

Page 12:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Why More Important Than Ever

Page 13:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

The Patient Experience Trifecta:

Ignite the PassionChange the Experience

Tell Your Story

Anthony Cirillo, FACHE, ABC [email protected]

704-992-6005

Page 14:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

!✓ Word of Mouth ✓ It’s About the Experience ✓ Where Experiences Miss the Mark ✓ It Starts with Employees ✓ Step Back a Second!✓ The Case for the Chief Experience Officer ✓ Tell and Spread Your Story

Page 15:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

“In many cases, WOM isn't actually "marketing" at all. It's great customer service that earns customer respect.” !

Andy Sernovitz, Author, Word of Mouth Marketing: How Smart Companies Get People Talking

Word of Mouth

Page 16:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

= 2 cents a cup !!= 20 cents a cup !!= $1cup

= $3 - $5 a cup

The Experience Economy – B. Joseph Pine II, James Gilmore

The Value of Experiences

Page 17:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 18:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

WOW

Page 19:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 20:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 21:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 22:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Hospital suits force new pain on patients Investigation: !N.C. hospitals sue 40,000 patients

Page 23:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

The entire experience – on stage and off.

Across the continuum of care.

Holistic.

Page 24:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Person-Centered not Patient Centered

Page 25:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

“So, if you die in a long term care facility without following the operational guidelines, do they make you die all over again (correctly this time)?” 

Page 26:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

+

What’s Your Job?

Page 27:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 28:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 29:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

“I Feel Like I Belong.”

Page 30:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Naughty or Nice

Page 31:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

$71,000,000!10,000 Employee Organization with 50% having

one episode a year.!

Naughty or Nice

The Cost of Bad Behavior: How Incivility Is Damaging Your Business and What to Do About It Christine Pearson (Author) , Christine Porath (Author)

Page 32:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Point of Care Foundation • Less than a third of all workers actively engaged; 27 percent of RNs.

• 55 percent would recommend.

• A quarter of physicians and a third of nurses have felt excessive pressure to behave in ways counter to patient care.

• Patient satisfaction rates were consistently higher in NHS trusts with better rates of staff health and wellbeing, as measured by injury rates, stress levels, job satisfaction and turnover intention.

Can't expect staff to do more without addressing their own human needs and understanding their lives

beyond the workplace.

“Staff Care: How to Engage Staff in the NHS and Why It Matters”

Page 33:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 34:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Zappos

Deliver WOW

Page 35:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Happy brains improve business, education and health outcomes.

Shawn AchorGood Think, Inc.

Create Happiness

Page 36:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

1. Be Conscious

2. Honor Your Feelings

3. Co-Create What Works

4. Release Your Desire to Control Others

Four Principles of Happiness

Page 37:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

1. Assess the mood !2. Make eye contact !3. Smile !4. Maintain the relationship

Page 38:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

The Human Experience – 71 Days

December 17, 2013 December 31, 2013 January 15, 2014

February 7, 2014 February 25, 2014

Page 39:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

“Empathy is a Miracle That Improves the Quality of Care”

Page 40:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

1. Empathy Generates Reciprocal Empathy!

2. Caregivers Deserve Gratitude!

3. Respect Generates Confidence

Arden Brion – How Approaching My Death Transformed My View of the Patient Experience

Page 41:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
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30%

Page 43:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 44:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

CXO

Page 45:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Chief Context Setter

Page 46:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Chief Healing Officer

Page 47:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 48:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Chief Promise Keeper

Page 49:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Tell Your Story

Page 50:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

<1990 1990s

Events Direct Fax Direct Mail Telephone

1999 2000s 2012TV Radio Print Display

IM Email Events Direct Fax Direct Mail Telephone

TV Radio Print Display Cable TV Website Search Online Display

IM Email Events Direct Fax Direct Mail Telephone

TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Webinars Affiliate Marketing

Mobile Email SMS IM Email Events Direct Fax Direct Mail Telephone

TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Affiliate Marketing Webinars Blogs RSS Podcasts Contextual Wikis Social Networks Mobile Web

Apps/Push Notifications Group Texting Social DM Voice Marketing Mobile Email SMS + MMS IM Events Email Direct Fax Direct Mail Telephone

TV Radio Print Display Website Search Online Display Paid Search Landing Pages Microsites Online Video Affiliate Marketing Webinars Blogs/ RSS Podcasts Contextual Wikis Social Networks Mobile Web Behavioral Social Media & Ads Virtual Worlds Widgets Twitter Mobile Apps Geolocation Pinterest

MARKETING (R)EVOLUTION

Source: Jeffrey Rohrs

Page 51:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 52:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 53:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

“Marketers today are fixated on mimicking best practices from other organizations to become their company’s best practice. !Must get on Pinterest. Check. Must use Facebook to engage with customers. Check. Must tweet fast and furiously. Check. !We are putting the WHAT and the HOW before the WHY. Conversations are not taking hold because a crucial ingredient is missing: Passion.” !Geno Church – Brains on Fire.

Page 54:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 55:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Engage People

Page 56:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Create Social Currency

Page 57:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 58:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Create Triggers

Page 59:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 60:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 61:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Make Something Private Public

Page 62:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Provide Practical Value

Subscribe at :www.4wardfast.com

Page 63:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Give Something Away

Page 64:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Create Community

Page 65:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Cause Marketing

Page 66:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 67:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com
Page 68:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

GO TO 11!

Page 69:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Net-Promoter Score Will You Recommend Us to Others?

Page 70:  · The Patient Experience Trifecta: Ignite the Passion Change the Experience Tell Your Story Anthony Cirillo, FACHE, ABC cirillo@4wardfast.com

Anthony Cirillo, FACHE, ABC Healthcare and Aging Expert

[email protected]

www.4wardfast.com !

http://assistedliving.about.com

www.anthonycirillo.com

www.educatedaging.com !

Twitter @anthonycirillo