Healthcare Experience Consultant

 “I believe that the healthcare experience can be great for patients, families, and all members of the healthcare team.” – Matt Norman

 

That’s not just a fancy tagline. I truly believe it.

And I’m passionate about making it a reality.

I want to work with you to make it reality in YOUR organization.


Why Hire a Consultant?


Why hire a consultant at all?

  • Patient satisfaction matters: With reimbursement being based, at least in part, on patient satisfaction surveys, then the patient experience matters more than ever, not just to your patients, but to your bottom line as well.
  • Family experiences matter: Much thought is given to the patient experience in many healthcare settings. However, little thought is given to the family or visitor experience. In many cases family members are a major part of filling out the patient satisfaction surveys. For this reason it is vital that we work to make their experience great as well.
  • Your patients deserve it: Healthcare issues are stressful. Your patients deserve the a great healthcare experience. You can give that to them.
  • Fresh eyes: It’s an unfortunate reality that we grow blind to the issues in our own organizations. This is true at any level, in any organization, in any industry. Hiring a consultant, even if it isn’t me, brings a fresh set of eyes that can see things that the people in your organization may not see any more.
  • New ideas and perspective: There are many great minds already working within your organization. Sometimes, however, it is helpful to have someone new to come in and reinvigorate those great minds with new ideas and a new perspective.
  • Your healthcare team deserves it: Most members of the healthcare team will give excellent care, even if they don’t feel cared for themselves. However, an excellent healthcare experience is more than simply giving the correct meds, or ordering the correct tests. Taking that next step to a great healthcare experience includes make the experience great for your healthcare team as well.

Why hire me?


Healthcare Experience

With over 20 years in healthcare I have a strong understanding of the needs of patients, families, and members of the healthcare team. During those years I’ve held a variety of roles and worked in a variety of environments. These varied experiences and environments have given be a broad view fo the healthcare experience and allow me to examine processes from many different perspectives.

  • Varied Roles:
    • ER charge nurse
    • Systems Analyst for the first EMR at our hospital.
    • Staff nurse
    • Phlebotomist
    • EMT/ER Tech
  • Varied Environments
    • Lab
    • Emergency Depertment
    • Interventional Radiology
    • IT/Nursing Informatics
    • Outpatient Infusion/Oncology practice

Writing Experience

During my 20 years in a local hospital I was tasked with writing a great many things such as:

  • Communications intended for the entire organization
  • Proposals
  • Project plans
  • Action plans for all stages of implementing the new EMR.
  • Training materials for all members fo the healthcare team, from physicians to housekeepers and everything in between.

I’ve also been writing for my own, ministry related blog as well as a number of other ministry related sites, magazines, and books for the past 10 years.

Skilled and experienced story teller and teacher

I’ve spent the last 10 years as a children’s pastor and currently pastor a local church. This had given me many opportunities to fine tune my teaching and story telling skills.

All of this combines to make me the perfect person to help you tell your story, and to make the healthcare experience great for the patients and families you serve and for all members of your healthcare team. 


How do I do it?


Patient Focused Process Evaluation: 

  • Together we evaluate your current processes to evaluate their effectiveness in building a great healthcare experience for patients.
  • We will celebrate what you are doing well and look for areas that can be improved.
  • I then work with your staff and leaders to develop new processes where necessary and tweak existing processes to improve the healthcare experience for patients.

Family/Visitor Focused Process Evaluation:

  • Together we evaluate your current processes as they relate to families or visitors and creating a great healthcare experience for them.
  • We will celebrate what you are doing well and look for areas that can be improved.
  • I then work with your staff and leaders to develop new processes where necessary and tweak existing processes to improve the healthcare experience for patients.

Team Focused Process Evaluation:

  • Together we evaluate your current processes as they relate to the members of your healthcare team and creating a great experience for them, not simply using them to create a great healthcare experience for others.
  • We will celebrate what you are doing well and look for areas that can be improved.
  • I will work to gain input from members of your healthcare team, from staff level to management,
  • I then work with your staff and leadership to develop new processes where necessary and tweak existing processes to improve the healthcare experience for all members of your healthcare team.

Writing

  • Training materials: I can write training materials specifically tailored to the needs of your organization as discovered through the evaluation process. These materials can be for a variety of roles within the healthcare team and be written specifically with them in mind.
  • Official communications: Change is hard. How that change is communicated can make a vast difference in how it is received. I can help you craft the perfect communications for your healthcare team to help them see the value of the work we are doing.
  • Blog posts and newsletter articles: In addition to the services offered during the consultation phase, I can continue to help you communicate with your staff, partners, patients, families, and other members of the community to continue to craft a great healthcare experience.*

Speaking/Training

  • Information sessions: It is important to keep your healthcare team informed oft he changes to be made and the reason for them. I can lead these information sessions, or I provide materials to be used by a member of your team.
  • Training: Training is a vital part of creating a great healthcare experience. I can perform this training, or provide materials to be used by a member of your team.

 

 

*Freelance writing services after the consultation period are in addition to and separate from the cost of the original consultation.