An interview with our friend Gretchen Ramsey, MPS – Director of Patient Experience, Geisinger Holy Spirit, Camp Hill PA
The definition of Public Relations, according to the PRSA website, is “a strategic communication process that builds mutually beneficial relationships between organizations and their publics.” Letter for letter, that’s how we’d define proactive PX design.
“Do you know how to tell good health care from bad? Guess again. As patients, we wrongly assume the “best” care is dependent mainly on the newest medications, the most complex treatments and the smartest doctors. But Americans look for healthcare solutions in the wrong places.”
This month’s blog post is a summary and review of Mistreated: Why We Think We’re Getting Good Healthcare - and Why We’re Usually WRONG.
At age 51, my wife and I had each survived unexpected bouts with cancer, celebrated 25 years of marriage and sent our two sons off to college. And even though I was leading a successful design firm, I began to look closely at my life’s work, considering the second part of my career in design: what had it involved? What might it become?
The Beryl Institute has a members-only section titled “Patient Experience Learning Bites.” This was our opportunity to explain our point of view on Healthcare Experience Design.
"To provide the best in experience, healthcare organizations need to be focused on effective communication, sharing of information and processes that support that in happening. These needs do not require extensive resource investment, but they do call for unwavering commitment and focus. These priorities also provide a clear call to action and a path to experience success for organizations willing to focus on and address them."
- Jason Wolf, PhD, CPXP - President of the Beryl Institute