Disrupt if Your Intent is to Make Things Better
The PX Community
Disrupting Patient Experience - Make a Ruckus That Makes a Difference
In recent conversations, the topic of PX departments has come up frequently. An organization that removed the entire department as part of a RIF to cut millions out of the budget. More than one PX department greatly scaled down.
What happens when the PX team is reduced or eliminated? Do the expectations that the organization will achieve a KPI set more than twenty percentile points greater than current performance come off the dashboard? No.
And what happens to organizational performance 6, 12, 18, or 24 months later? Have the hard-won improvements from before the RIF maintained? No.
How often do we see this same pattern in healthcare? Over and over again.
This is negative disruption, and it makes nothing better beyond a short-term financial metric.
This is the fourth edition of Let's Make a Ruckus. The goal of this bi-weekly newsletter is to provide you with knowledge, resources, and connections of value that support the work you do in healthcare. We will celebrate ruckus makers, introduce you to those doing work that makes a difference, and keep you informed of upcoming opportunities where you can let your voice be heard and make a ruckus.
Celebrating a Ruckus Maker
The Ruckus Makers we shine a light on are stepping out and risking being seen and heard. They are making a DIFFERENCE!
This week we celebrate the co-founders of RNegade , Antra B. and Karen DiMarco, RN, BSN, iRNPA .
Antra and Karen share a vision to change how nurses get continuing education credits. As Antra says,
"getting continuing education has always been a 'poke my eyes out, this is so boring, why can't this be fun?' kind of deal."
These two nurse renegades teamed up to create RNegade, LLC. As they describe it, the are creating CE edu-tainment. CE by podcast, what a fantastic idea!
Check out what they have created HERE.
Something else to know about these two RNegades: both are iRNPAs, certified Independent RN Patient Advocates. They help patients and their caregivers navigate - and fight when needed - the challenging maze of healthcare.
Fighting the battle and making a difference. While having fun!
Don't Miss These LinkedIn Posts!
Let's start this section off by sharing a recent post from Antra B. ! What if...
This poll closes on February 21st, your response will add to what will be shared and discussed during the event on March 10th.
A leader and advocate for infusing love into healthcare, Tom Dahlborg shares a belief that tactics, check lists, and scripted interactions are not the way to improve patient experience. As with many of Tom's posts, individuals such as the remarkable Quint Studer offer further insights and support.
Ted James, MD, MHCM shared the importance of patient experience beyond a 'nice to have' - it is an essential component of healthcare. HealthCARE. Greta Rosler , Jason Dupuis , and Sam Shapiro, MA, CPCC, PCC , among others, agreed.
Valerie Choniuk, MPA-HCA, CPXP shared a story that was, in the words of Tom Dahlborg "entertaining, engaging, and informative." Only a portion is shown here, click to read the full story and see why Valerie said, 'Karma got me.'
Are you following Shawn R. ? He frequently posts excellent content such as the recent post in which he shared this article: Emotional Safety IS Patient Safety. Many comments added to this discussion, such as those from Adrienne Boissy , Toni Land, MBA, BSN, CPXP, LCC and Jose Palomino .
Sparky Witte shared about designing for belonging and offered a valuable mini-guide.
Should we ditch investment in mindfulness training and support in organizations until the systems are 'fixed'?
Excellent conversation on this post, such as that from Clara Seeger, PhD , J. Michael Connors MD , and Sharee Johnson .
And once again, Preston Alexander triggered much conversation with a post! Wouldn't it be great to get those who commented, such as Vian Nguyen, MD , Randy Waskin MD , and Josh Gratsch , together for a conversation focused on solutions? That would be amazing! For this conversation, Victor Montori , Maggie Breslin and Sheila Delaney Moroney from The Patient Revolution should be included!
Recommended by LinkedIn
Robert Wingo, BSN, RN, NI-BC asked a few questions and offered statistics that triggered some interest!
... this is a long post, not all was captured here
Though there were many more posts available to share, we are ending with this post from Siân Slade who shared a recommendation to read Dying For a Chat by Dr Ranjana Srivastava OAM .
Celebrating Those Making a Difference
Don Berwick 's keynote address at the 2022 Institute for Healthcare Improvement forum was outstanding. Give yourself a gift and watch what he shared; it is worth the time.
Dr. Kedar Mate shared the following when Don was inducted into the Modern Healthcare's Hall of Fame in 2022.
Truly making a difference. A role model for us all.
What's Happening in The PX Community
The PX Surveying cohort is ending and we will have wonderful resources to share within the community. Watch for an upcoming event where the cohort members - Valerie Choniuk, MPA-HCA, CPXP Diane Honn, CPXP Melissa Coker (Wurm) , and Danielle (Danie) Turpin will share what they have worked hard to create!
In 2022, we held five cohorts - small groups of PX and healthcare professionals - and created six videos. These videos were created with the intent of making them available for anyone to use. Find them on our YouTube Channel.
The fourth video was created by Valerie Choniuk, MPA-HCA, CPXP Martha Hornung, MBA, Gallup-Certified Strengths Coach and Leonard Christo . These amazing PX leaders came together and created NPS: What you REALLY Need to Know.
Cohort participation is available to members of The PX Community. Join The PX Community and be a part of creating resources of value for you and others!
Upcoming PXC Events
The events hosted by The PX Community offer and encourage your contribution. Join us - ask questions, contribute your ideas, and share your knowledge. Your voice matters. Let's make a ruckus!
This year we are testing Speed Networking directly following each event. Come for the event and stay for the networking!
Click the images below for more details and to register.
To learn more about The PX Community and receive a tour, schedule time with Denise.
Join The PX Community to Make a Ruckus That Makes a Difference
Connect with Denise Wiseman and follow The PX Community on LinkedIn
Chair & Non-Executive Director | Enterprise Fellow & PhD Candidate
1yThanks for the shout out Denise! Lovely to connect in (virtual) person - lookimg forward to staying in touch :)
Drive more healthy actions with behavioral design • Training and consulting for healthcare marketing and CX
1yThank you Denise! I am learning so much from this community and happy to be able to contribute.
Public Speaker | President & CXO Landing Exceptional Experiences We partner with organizations to build cultures that improve patient experience measures and Leapfrog Hospital Safety Grade.
1yHonored to be in community with awesome, passionate game changers
Leadership for Humans on a Mission | Helping you lead yourself and others for deeper fulfillment, enhanced wellbeing and elevated impact
1ySuch an honor to be connected with, let alone mentioned alongside Denise and The PX Community! This powerful collective is doing such important work with so much heart. Thanks for these mentions. Glad to know more folks whose work is very much worth following in this space! Privileged to be on this path with you all.
National Patient Experience Executive ➥ CAHPS Expert | Human-Centered-Design, Behavioral Science & Organizational Transformation ➥ Experience happens whether you focus on it or not—Choose wisely.
1yDenise!! Look at all these heavy healthcare hitters! #HHH Making a ruckus is an understatement with this group! 🙌