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Listening, Acting, and Learning Together to Build a Better Model of Care

Judd, Marie FACHE

Frontiers of Health Services Management: Fall 2019 - Volume 36 - Issue 1 - p 14–24
doi: 10.1097/HAP.0000000000000063
Feature Articles

SUMMARY 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.

Marie Judd, FACHE, CPXP, SPHR, is national vice president of patient and care team experience for Ascension based in St. Louis, Missouri.

The author declares no conflicts of interest.

© 2019 Foundation of the American College of Healthcare Executives
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