Judd Marie
Marie Judd, FACHE, CPXP, SPHR, is national vice president of patient and care team experience for Ascension based in St. Louis, Missouri.
Front Health Serv Manage. 2019 Fall;36(1):14-24. doi: 10.1097/HAP.0000000000000063.
As a large, nationally integrated, mission-driven healthcare system, Ascension recognizes the need for a multifaceted approach to communication-one that facilitates both national alignment and local action while advancing the Quadruple Aim of enhancing the person/patient experience, improving population health, reducing costs, and improving the work life of healthcare providers.The Ascension Person and Family Experience Model provides a framework to support a comprehensive communications strategy that encompasses our care teams, leaders, and communities. The model, which comprises a feedback loop with three steps-listen, take action, and learn together-guides both personal interactions and organizational change. It gives direction to our human-to-human connections and enables us to listen as an organization to our voice-of-the- customer data. In living the model, we take meaningful action both by developing just-in-time solutions to problems close to the person/patient and by launching systematic actions on the macro level. We also find ways to learn and innovate together through both local huddles and national conversations.The model has been operationalized across the system with the support of a cross-discipline, cross-continuum national structure. It owes its success to a persistent focus at all levels of the organization on what matters most to those we serve and to those who serve beside us.
作为一个大型的、全国一体化的、以使命为驱动的医疗保健系统，阿森松岛认识到需要采取多方面的沟通方式——一种既能促进全国范围内的协调一致又能推动地方行动，同时推进提升个人/患者体验、改善人群健康、降低成本以及改善医疗保健提供者工作生活这四重目标的沟通方式。阿森松岛个人和家庭体验模型提供了一个框架，以支持一项全面的沟通战略，该战略涵盖我们的护理团队、领导者和社区。该模型包含一个由倾听、采取行动和共同学习三个步骤组成的反馈循环，指导个人互动和组织变革。它为我们人与人之间的联系指明方向，并使我们作为一个组织能够倾听客户声音数据。在践行该模型的过程中，我们通过为贴近个人/患者的问题开发即时解决方案以及在宏观层面开展系统性行动来采取有意义的行动。我们还通过地方小组讨论和全国性对话找到共同学习和创新的方法。该模型在一个跨学科、跨连续统一体的全国性结构的支持下已在整个系统中实施。它的成功归功于组织各级始终专注于对我们所服务的人以及在我们身边服务的人最重要的事情。
