PATIENT SATISFACTION CONSULTANTS

HealthNav360° provides both qualitative and quantitative real-time data to understand and improve patient experience.

PATIENT SATISFACTION

CONSULTANTS

Health Navigation 360° announces a brand new unique industry consultation practice featuring a novel method for patient experience data acquisition. We seek B to B partners interested in acquiring data for evidence-based improvements in patient experience. We collaborate with our B to B partner by forming the working team to plan the project and then proceeding to its implementation.

 

 

 

WE HAVE A 360° VIEW OF THE PATIENT EXPERIENCE.

 

 

 

THE CHALLENGE OF ACQUIRING DATA

We start with the assumption that, unlike most consumer experiences, a healthcare episode is an extraordinarily complex tapestry of subjective human and institutional encounters. Health-giver efforts to understand and improve the patient experience must begin with the challenges of acquiring relevant, reliable and valid data.1

 

THE SOLUTION

Our method is based on the simple fact that we are expert observers and fixers of the patients’ hospital experience. We become part of the process as their agents, working up close and personal in real-time with patients and their families from the moment of planning admission through the ins and outs of their stay and through discharge and beyond.

 

Our workflow itself is embedded in the living stream of patient experience as we provide immediate on-the-scene, in-person assistance to humanize the ordeal and ease the patient and family through the experience.

 

More specifically, in the normal course of our work, whenever we see and/or respond to any negative or positive encounter between the patient and healthcare environment (poor service, hospital error, exceptional staff kindness), we add these data to the streaming continuum of the patient's experience. Our interventions become part of the data set as we provide or suggest specific corrective responses or reinforce positive encounters. In fact, HealthNav360°s very success depends on excelling in correctly identifying and fixing deficits and reinforcing positive encounters.

 

In the aggregate, these dynamic data provide rich, high resolution, complex narratives that capture the color and nuances of the patient's experience. The entire data set lives inside the flowing, natural moments of interaction of the patient with her environment, all observed consistently by the same expert navigator.

 

WE GENERATE REAL-TIME, RELIABLE AND VALID DATA

Unique in the industry, our data are captured fresh in real-time. In contrast to currently used retrospective and belabored self-reports1, HealthNav360° delivers accurate, consistent data sets witnessed, recorded and reported by an expert in patient experience and advocacy.

 

In addition, because our data are essential byproducts of our mission to serve and improve each patient's experience, data acquisition is not a special activity apart from the experience itself and neither inconveniences nor interferes with our mission. Data collection is neither exploitative nor dependent on the patient's fluctuating cooperation. Moreover, our data are not filtered through a myriad of unknown and chaotic biases, including patient variables (clinical condition, memory and cognitive ability, inexperience, literacy level, judgment, personality, cultural factors, fluctuating state of mind and mood, etc.)

 

OUR WORK PRODUCT

Included in our work are preselecting the relevant raw data subset, designing the methods of HIPPA-compliant recording, analyzing and reporting data, including ongoing feedback from the partner. These jointly customized data subsets and results can then be seamlessly collated and analyzed by our partner to yield reliable and valid foundations for staff training, administrative changes and improved services. We can work with our partner to use identical methodologies to measure effects of intervention. The context of the entire patient experience narrative is known and can itself be characterized and used later.

 

 

 

Examples:

  • Facility error and poor service -- navigator assesses and intervenes with staff and/or empowers the patient to advocate for self. Data are the who, when, how, why, where of the error and hospital variables; interactions with patient variables, etc.

 

  • Patient misinterprets hospital norms -- navigator assesses and intercedes to readjust patient expectations, teaches and empowers the patient to advocate for herself appropriately. Data are the who, when, how, why, where of the error and hospital variables; patient error and patient variables; interactions with hospital variables, etc.

 

  • Staff does not appreciate patient limitations or misinterprets patient request -- navigator assesses and intercedes to readjust staff expectations and observes cooperation and results. Data are the who, when, how, why, where of the patient's limitations; patient and hospital variables, etc.

Frellick, Marcia. (2017, January 6). Current Measures of Satisfaction Flawed, Could Cause Problems, Surgeons Say. Medscape.

Retrieved from http://www.medscape.com/viewarticle/874111

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Terms

PATIENT SATISFACTION

CONSULTANTS

PATIENT SATISFACTION

CONSULTANTS

Health Navigation 360° announces a brand new unique industry consultation practice featuring a novel method for patient experience data acquisition. We seek B to B partners interested in acquiring data for evidence-based improvements in patient experience. We collaborate with our B to B partner by forming the working team to plan the project and then proceeding to its implementation.

 

WE HAVE A 360° VIEW OF THE

PATIENT EXPERIENCE.

THE CHALLENGE OF ACQUIRING DATA

We start with the assumption that, unlike most consumer experiences, a healthcare episode is an extraordinarily complex tapestry of subjective human and institutional encounters. Health-giver efforts to understand and improve the patient experience must begin with the challenges of acquiring relevant, reliable and valid data.1

 

THE SOLUTION

Our method is based on the simple fact that we are expert observers and fixers of the patients’ hospital experience. We become part of the process as their agents, working up close and personal in real-time with patients and their families from the moment of planning admission through the ins and outs of their stay and through discharge and beyond.

 

Our workflow itself is embedded in the living stream of patient experience as we provide immediate on-the-scene, in-person assistance to humanize the ordeal and ease the patient and family through the experience.

 

More specifically, in the normal course of our work, whenever we see and/or respond to any negative or positive encounter between the patient and healthcare environment (poor service, hospital error, exceptional staff kindness), we add these data to the streaming continuum of the patient's experience. Our interventions become part of the data set as we provide or suggest specific corrective responses or reinforce positive encounters. In fact, HealthNav360°s very success depends on excelling in correctly identifying and fixing deficits and reinforcing positive encounters.

 

In the aggregate, these dynamic data provide rich, high resolution, complex narratives that capture the color and nuances of the patient's experience. The entire data set lives inside the flowing, natural moments of interaction of the patient with her environment, all observed consistently by the same expert navigator.

 

WE GENERATE REAL-TIME, RELIABLE AND VALID DATA

Unique in the industry, our data are captured fresh in real-time. In contrast to currently used retrospective and belabored self-reports1, HealthNav360° delivers accurate, consistent data sets witnessed, recorded and reported by an expert in patient experience and advocacy.

 

In addition, because our data are essential byproducts of our mission to serve and improve each patient's experience, data acquisition is not a special activity apart from the experience itself and neither inconveniences nor interferes with our mission. Data collection is neither exploitative nor dependent on the patient's fluctuating cooperation. Moreover, our data are not filtered through a myriad of unknown and chaotic biases, including patient variables (clinical condition, memory and cognitive ability, inexperience, literacy level, judgment, personality, cultural factors, fluctuating state of mind and mood, etc.)

 

OUR WORK PRODUCT

Included in our work are preselecting the relevant raw data subset, designing the methods of HIPPA-compliant recording, analyzing and reporting data, including ongoing feedback from the partner. These jointly customized data subsets and results can then be seamlessly collated and analyzed by our partner to yield reliable and valid foundations for staff training, administrative changes and improved services. We can work with our partner to use identical methodologies to measure effects of intervention. The context of the entire patient experience narrative is known and can itself be characterized and used later.

 

 

 

Examples:

 1. Facility error and poor service -- navigator assesses and intervenes with staff and/or empowers the patient to advocate for self. Data are the who, when, how, why, where of the error and hospital variables; interactions with patient variables, etc.

 

2. Patient misinterprets hospital norms -- navigator assesses and intercedes to readjust patient expectations, teaches and empowers the patient to advocate for herself appropriately. Data are the who, when, how, why, where of the error and hospital variables; patient error and patient variables; interactions with hospital variables, etc.

 

3. Staff does not appreciate patient limitations or misinterprets patient request -- navigator assesses and intercedes to readjust staff expectations and observes cooperation and results. Data are the who, when, how, why, where of the patient's limitations; patient and hospital variables, etc.

Frellick, Marcia. (2017, January 6). Current Measures of Satisfaction Flawed, Could Cause Problems, Surgeons Say. Medscape.

Retrieved from http://www.medscape.com/viewarticle/874111

Frellick, Marcia. (2017, January 6). Current Measures of Satisfaction Flawed, Could Cause Problems, Surgeons Say. Medscape.

Retrieved from http://www.medscape.com/viewarticle/874111

 

 

Health Navigation 360° announces a brand new unique industry consultation practice featuring a novel method for patient experience data acquisition. We seek B to B partners interested in acquiring data for evidence-based improvements in patient experience. We collaborate with our B to B partner by forming the working team to plan the project and then proceeding to its implementation.

 

 

WE HAVE A 360° VIEW OF THE

PATIENT EXPERIENCE.

 

 

THE CHALLENGE OF ACQUIRING DATA

We start with the assumption that, unlike most consumer experiences, a healthcare episode is an extraordinarily complex tapestry of subjective human and institutional encounters. Health-giver efforts to understand and improve the patient experience must begin with the challenges of acquiring relevant, reliable and valid data.1

 

THE SOLUTION

Our method is based on the simple fact that we are expert observers and fixers of the patients’ hospital experience. We become part of the process as their agents, working up close and personal in real-time with patients and their families from the moment of planning admission through the ins and outs of their stay and through discharge and beyond.

 

Our workflow itself is embedded in the living stream of patient experience as we provide immediate on-the-scene, in-person assistance to humanize the ordeal and ease the patient and family through the experience.

 

More specifically, in the normal course of our work, whenever we see and/or respond to any negative or positive encounter between the patient and healthcare environment (poor service, hospital error, exceptional staff kindness), we add these data to the streaming continuum of the patient's experience. Our interventions become part of the data set as we provide or suggest specific corrective responses or reinforce positive encounters. In fact, HealthNav360°s very success depends on excelling in correctly identifying and fixing deficits and reinforcing positive encounters.

 

In the aggregate, these dynamic data provide rich, high resolution, complex narratives that capture the color and nuances of the patient's experience. The entire data set lives inside the flowing, natural moments of interaction of the patient with her environment, all observed consistently by the same expert navigator.

 

WE GENERATE REAL-TIME, RELIABLE AND VALID DATA

Unique in the industry, our data are captured fresh in real-time. In contrast to currently used retrospective and belabored self-reports1, HealthNav360° delivers accurate, consistent data sets witnessed, recorded and reported by an expert in patient experience and advocacy.

 

In addition, because our data are essential byproducts of our mission to serve and improve each patient's experience, data acquisition is not a special activity apart from the experience itself and neither inconveniences nor interferes with our mission. Data collection is neither exploitative nor dependent on the patient's fluctuating cooperation. Moreover, our data are not filtered through a myriad of unknown and chaotic biases, including patient variables (clinical condition, memory and cognitive ability, inexperience, literacy level, judgment, personality, cultural factors, fluctuating state of mind and mood, etc.)

 

OUR WORK PRODUCT

Included in our work are preselecting the relevant raw data subset, designing the methods of HIPPA-compliant recording, analyzing and reporting data, including ongoing feedback from the partner. These jointly customized data subsets and results can then be seamlessly collated and analyzed by our partner to yield reliable and valid foundations for staff training, administrative changes and improved services. We can work with our partner to use identical methodologies to measure effects of intervention. The context of the entire patient experience narrative is known and can itself be characterized and used later.

 

Examples:

 1. Facility error and poor service -- navigator assesses and intervenes with staff and/or empowers the patient to advocate for self. Data are the who, when, how, why, where of the error and hospital variables; interactions with patient variables, etc.

 

2. Patient misinterprets hospital norms -- navigator assesses and intercedes to readjust patient expectations, teaches and empowers the patient to advocate for herself appropriately. Data are the who, when, how, why, where of the error and hospital variables; patient error and patient variables; interactions with hospital variables, etc.

 

3. Staff does not appreciate patient limitations or misinterprets patient request -- navigator assesses and intercedes to readjust staff expectations and observes cooperation and results. Data are the who, when, how, why, where of the patient's limitations; patient and hospital variables, etc.