A PROVEN APPROACH TO
IMPROVING PATIENT EXPERIENCES
"Created by us and our patients, for us and our patients."
Changing the culture of a healthcare organization is the most significant obstacle to creating an effective patient-experience program (HealthLeaders Media Patient Experience Excellence Survey, August 2016). Your staff, with the help of patients, must clearly define how they will deliver on the organization's mission. When they create it, they own the culture, are invested in its success, and support "the way we do things here... even when no one is looking."
Importing a prescriptive culture from outside the immediate organization, even from the parent organization, rarely works over time. Organizations like Disney or Southwest Airlines, or even Mayo or Cleveland Clinic have cultures that are right for them, but may not be right for you.
Our proven approach is to guide your people to design and hardwire not only improved content and methodology, but also honor and build on your existing culture and leadership style.
Our approach is never a one-size-fits-all “off-the-rack” effort with a few cometic changes; nor will we start from scratch, with the long timeframe and high costs associated with a project that begins with a blank slate. Instead, we select those elements that you need to take your patient experience to the next level.
Knowing those elements and tailoring them is our expertise.
PATIENT-FOCUSED
EXPERIENCE
MAPPING
SOLUTIONS
6 Steps to Improved Patient Experiences
1
Assessment & Evaluation
We'll assess your organization, including patients, staff and leadership, to understand what is currently effective and how much needs to be changed.
2
Define Your Culture
Staff representatives, leaders and patient representatives define in specific terms what the culture will be: "The way we do things here... even when no one is looking."
3
Communicate the Culture
Incorporate the new cultural elements into onboarding (Pre-Employment, Orientation & Refresher) & roll out organization-wide.
Leader Localizing
Train every leader to collaborate with their team to define the culture as: "What does that look and sound like in our department?"
4
5
Reinforce the Culture
Cultural Rounding training for leaders with redesigned recognition and service recovery processes tied to the new culture.
Sustain the Culture
With the new culture becoming hardwired, Patient Experience Mapping targets improved HCAHPS and other survey results.
6
ABOUT US
Paul Grossman
Paul Grossman is the founder, CEO and Chief Experience Officer of PLG ExperienceSolutions, a consulting and training company that helps healthcare organizations create consistently exceptional experiences for its employees and their patients.
For more than 25 years, Paul has focused on improving customer experiences. Before staring his own company, he spent 10 years with Integrated Loyalty Systems as their senior vice president of content and solutions, designing culture-change programs and training workshops for healthcare organizations around the country, including Dignity Health, Ochsner Clinic, Penn Medicine, Carson Tahoe Health, the National Rehabilitation Hospital in Washington, DC, and most recently, the hospitals of the Detroit Medical Center… to name a few.
In addition to culture change and patient experience journey mapping, Paul specializes in employee engagement and onboarding programs for healthcare, having redesigned more that two dozen healthcare orientation programs with the philosophy: “How you treat staff on day one determines how they’ll treat patients… and each other.”
Prior to that, Paul spent eight years as a Disney Castmember, specifically as a senior manager first with the famed Disney Institute at Walt Disney World, teaching the Disney Approach to visiting organizations. Then he moved to Disney Event Productions, ultimately returning to the Disney Institute to become one of its most highly rated trainers and keynote speakers, focusing on applying Disney cultural elements to other industries.
Paul spent 13 years before Disney with Kaset International/AchieveGlobal, at the time one of the world’s largest “soft skills” training and consulting companies. There he learned the intricacies of adult learning, instructional design and organizational consulting. He was the co-author of the industry standard Everybody Has a Customer, based on the “internal customer service” concept of: “If you’re not taking care of a customer, you should be taking care of someone who is.”
Paul is a Faculty Adviser for the USF School of Public Health and is an active member of the American College of Healthcare Executives (ACHE), currently serving on the Board of the Western Florida Chapter.
He has frequently presented workshops and speeches at healthcare conferences around the country, including multiple times for ACHE’s national Congress on Healthcare Leadership, including in 2020 with a presentation on “Hardwiring Culture Change From the Ground Up.”
Paul lives in Tampa, Florida with his wife, Sue, and two adorable rescue dogs. He has two grown children and is a passionate hockey fan.
TESTIMONIALS
Patty Jobbitt • CEO, Rehabilitation Institute of Michigan
“The most impressive orientation program I've ever seen.”
James Sok
President & CEO
Sheltering Arms
“When the ratings came back in top-box scores consistently, I knew we had gotten it right. When people come in to the organization and they get engaged on the first day, I know from all of the data that they're going to stay longer. I have no doubt it's having an impact."
Ellen Vance
VP & CHRO
Sheltering Arms
Some of the Clients Paul Has Worked With
