Russell Colleen, Maraccini Amber, Salmi Tami
System Engagement, Northwestern Medicine, Chicago, IL, USA.
Medallia, San Francisco, CA, USA.
J Patient Exp. 2024 Sep 12;11:23743735241272168. doi: 10.1177/23743735241272168. eCollection 2024.
Humanizing healthcare experiences is imperative for global healthcare organizations, emphasizing connections, empathy, and trust between patients, providers, and the broader community. Patients seek personalized, compassionate care, while employees prioritize supportive workplaces. Modernized feedback programs recognize consumer preferences for convenience and accessibility, leveraging technology like artificial intelligence (AI) for real-time insights. Northwestern Medicine's "Short, Modern, Smart" feedback program exemplifies this, focusing on efficiency, contemporary needs, and technology for action. Key considerations include (1) Short: Streamlining surveys for efficiency, (2) Modern: Prioritizing open-ended comments for personalized insights, and (3) Smart: Leveraging AI for proactive understanding. Recommendations for organizations include implementing formal change management, adopting unified metrics for comprehensive experience measurement, and leverage AI to connect feedback back to humans. In conclusion, humanizing healthcare starts with effective feedback collection and actioning. Northwestern Medicine's approach offers insights, emphasizing streamlined processes, personalized engagement, and technological empowerment, which organizations should prioritize for growth and continuous improvement.
对于全球医疗保健组织来说，使医疗保健体验人性化至关重要，这强调了患者、医疗服务提供者和更广泛社区之间的联系、同理心和信任。患者寻求个性化、富有同情心的护理，而员工则优先考虑支持性的工作场所。现代化的反馈计划认识到消费者对便利性和可及性的偏好，利用人工智能（AI）等技术获取实时见解。西北医学中心的“简短、现代、智能”反馈计划就是一个例证，该计划注重效率、当代需求以及用于采取行动的技术。关键考虑因素包括：（1）简短：简化调查以提高效率；（2）现代：优先考虑开放式评论以获取个性化见解；（3）智能：利用人工智能进行主动理解。对组织的建议包括实施正式的变革管理、采用统一的指标进行全面的体验衡量，以及利用人工智能将反馈与人员联系起来。总之，使医疗保健人性化始于有效的反馈收集和采取行动。西北医学中心的方法提供了见解，强调简化流程、个性化参与和技术赋能，组织应将这些作为增长和持续改进的优先事项。
