Thank you for joining us in Omaha!
2020 Pediatric Collaborative key takeaways
It’s hard to deny the excitement surrounding this year’s Pediatric Collaborative. After all, the event was completely sold out, as representatives from 25 pediatric organizations across the country gathered in Omaha to learn, network, and develop a vision for the future of pediatric care.
We want to thank you for coming, and for lending your perspective on the emergent challenges in the industry.
While we can’t re-create the Collaborative’s dynamic energy, we can help you remember some of the important insights delivered by the event’s speakers and session leaders.
As you settle back into your week, here are some of the highlights you’ll want to bear in mind.
The Transparency Journey at Children’s Wisconsin—Ginger Dzick, Manager of Child and Family Experience
Ginger’s rousing talk served as a call to action for pediatric-care leaders. She argued that transparency, in all its forms, is now a baseline expectation for modern healthcare consumers—and it’s incumbent on health systems to deliver it.
She then walked the audience through Children’s Wisconsin’s experience with NRC Health’s Transparency solution. By taking a scientifically minded approach, Children’s Wisconsin was able to systematically improve online engagement with prospective customers. The key ingredient? Children’s Wisconsin’s dedication to showcasing their providers.
Through Transparency, Children’s Wisconsin managed to place 400 provider profiles live on their site, complete with patient reviews. Even better, 88% of these reviews were five-star reviews, with an average star rating of 4.77 out of 5.
If you missed Ginger’s talk, you can catch many of her main points in this case study.
Personalized Care Experiences at Cincinnati Children’s Hospital—Sam Hanke, MD, Chief Experience Officer
Dr. Hanke’s talk emphasized the complexity of delivering personalized care. He explained how Cincinnati Children’s Hospital used diligence and innovation to create an experience that meets the exacting demands of today’s patient families.
The first and most important step is to understand what those demands are. To do that, Dr. Hanke and his team built a service infrastructure that explores patient preferences from a variety of angles. They asked staff to inquire about preferences during encounters; they probed patient needs with experience surveys; and they explored these issues in further depth through a patient and family advisory council.
With this information in hand, the organization was able to create an experience that feels both modern and seamless. One landmark innovation was a wayfinding app for the hospital itself. Where patients previously may have struggled to find their destination in a Cincinnati Children’s facility, the app now guides them exactly where they want to go.
This is just the beginning of the organization’s ambitions. They will continue to use patients’ insights to drive both clinical and service improvements.
Key Components of Exceptional Service at The Broadmoor—Ann Alba, VP and Resident Manager
As a keynote speaker of the Collaborative, Ann explored the essence of what it takes to build a successful culture of service.
Drawing from her wealth of experience in hospitality, Ann made the case that exceptional service starts with building an outstanding network of employee support. Culture, after all, is the bedrock of great customer experiences, and culture is built by energized employees who are committed to their work.
The best way for leaders to shape this culture is by example: by showing employees the same courtesy, empathy, and respect that they expect employees to show their guests. This helps with employee retention and enthusiasm, and helps staff members feel invigorated by a genuine sense of mission.
Finally, Ann wrapped up her talk with a vital discussion of service recovery. While every organization strives for a perfected experience, the occasional breakdown is an unfortunate reality of the work. That’s why having a systematic approach to service recovery is so important.
The Extraordinary Growth of Children’s Hospital and Medical Center—Cherie Lytle, Patient Experience Manager
Cherie showcased the history of one of Omaha’s most storied healthcare institutions. Her talk highlighted the growth the organization has experienced, along with exciting plans for a new wing under construction and other unique programs being developed.
Foremost among these is a patient-assistance team that centers around creating care plans for families of children with Autism Spectrum Disorder. Another, called “Project Austin,” is a voluntary program to help families prepare for emergencies. Parents complete Emergency Information Forms, which are sent to local EMS teams, community hospitals, primary-care providers, and other caregivers. This way, in the event of an emergency, these ancillary care teams will be instantaneously prepared with the patient’s complete medical record.
Earning Consumer Loyalty and Creating Exceptional Patient Experience—Toya Gorley, NRC Health Improvement Advisor
Finally, to wrap up the event, Toya challenged everyone to change their conceptions of today’s consumer-driven economy.
In order to attract patients and retain their loyalty, organizations will have to re-think their historical approaches to patient care. This may start with considering how out-of-industry disruptors approach common consumer frustrations, creating the convenience, speed, and transparency that continues to draw popular acclaim.
There are compelling reasons for health systems to follow this example—not least among them, the financial implications. To round out her talk, Toya offered a breakdown of the dollars and cents behind healthcare consumer loyalty, providing a frank discussion of ROI that too often goes missing from healthcare-outreach discussions.
(If you would like to see the financial impact of loyalty at your organization, you can use NRC Health’s ROI Calculator.)
Always more to learn
If you were one of the attendees at this year’s Collaborative, we thank you again for joining us.
If, however, you were unable to claim a seat at the (sold out) event, don’t worry! You’re not alone. You can see all of the take-away documents, presentations, and talks at this link.
And don’t forget: keep checking in with us to see when we’ll be hosting next year’s Collaborative. You won’t want to miss it!