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How leaders use Digital Communities to collaborate with consumers

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Video Summary

Dwight McBee from Jefferson Health and Julie Goldstein-Dunn from Henry Ford Health discuss how they're using digital tools to better understand and address the unique challenges faced by various patient populations. McBee highlights the importance of listening to historically marginalized groups and using these tools to create targeted strategies for improvement. Meanwhile, Goldstein-Dunn emphasizes the value of testing and getting feedback on changes as they're implemented to continually improve patient experience.

Video Transcript

Dwight McBee, Chief Experience Officer, Jefferson Health:

One challenge we're really excited about tackling in the new year is listening to our populations that might have historically been marginalized. Through some of the tools, we're looking to curate digital communities and through digital communities, we want to opt in, have a lot of our patients opt into our network. And through opting into our network, what we hope to learn is what's your unique challenge within the population. 

For example, what is the biggest challenge for our hearing-impaired patient population or the biggest challenge for maybe even some of our limited English proficient patient population or our chronic heart failure patient population? So through some of these tools, what we hope to do is be able to target some of our listening and then affect change in a very strategic way. 

Julie Goldstein-Dunn, Director, Experience Insights & Analytics, Henry Ford Health:

Being able to, as we make small changes in the experience, go out to a group of patients, a group of our team members and, you know, what do you think of these changes that we're planning? Now we've put them into action. How are they working for you? And being able to test incrementally along the way as we transform our front door. 

About the author

Press Ganey, a leading healthcare performance improvement solutions company, offers an integrated suite of solutions that put Human Experience at the center of healthcare enterprise transformation. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address patient experience, healthcare consumer experience, workforce engagement, safety, clinical excellence and more. Guided by its team of renowned healthcare thought leaders, Press Ganey works with more than 41,000 healthcare facilities to reduce patient suffering, enhance caregiver resilience and improve the overall safety, quality and experience of care. Press Ganey is a PG Forsta company.

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