A major teaching hospital wanted to better understand the end-to-end journey its patients experience for an inpatient stay. The client hoped to represent the voice of the patient, without bias or filter, identifying areas of excellence and opportunities for improvement.
Vynamic’s phased approach pushed the envelope for this client, introducing their organization to new methods of capturing and sharing patient experience. Specifically, Vynamic:
These four critical factors ensured successful program execution:
Developed practical and empathetic communications approach, in collaboration with client leadership
Worked within client’s singular culture to ensure buy-in and sincere reception of results
Pioneered new approaches to capture and represent patient experience, including video, animation, and mystery patients
Trained client team on observation methodology to ensure longer-term success of patient journey mapping
Vynamic’s unique approach helped the client understand both where they do well and where they can target to improve patient experience. As a result of our assessment, the client is now undertaking major patient experience initiatives across the health system.
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