Ascension Health: Ascension Health Experience

Consistent, Exceptional Ascension Health Experience

Providing a consistently exceptional healthcare experience will be increasingly important to our ongoing success. As consumers pay a growing share of the cost of healthcare and as a widening array of data about providers increases transparency, expectations of healthcare providers will rise. The experience around the delivery of healthcare comprises a palpable way for us to distinguish ourselves and deliver on our commitment to those we serve, and may also provide a means by which to differentiate Ascension Health in the field of healthcare.

We have assembled a committed group of associates from among Ascension Health leadership to guide the work of defining and delivering a consistent, exceptional Ascension Health Experience.

Our research has found that attributes within three broad realms of experience comprise a distinctive experience. This framework reinforces the importance of priorities within our Health Ministries to achieve Healthcare That Is Safe and clinically excellent. The three realms assert that to deliver exceptional experiences, we will need to be more intentional around empowering all associates to connect emotionally with those we serve and with one another.

The Realms of the Ascension Health Experience

The Ascension Health Experience consists of experiences in the three realms as indicated in this graphic.

Recent analyses further accentuates the importance of appropriate levels of emotional support and fulfillment. Of the attributes comprising the experience patients desire, those around emotional connectedness predominate and are most highly correlated with their likelihood to recommend us. This finding again calls us to be more intentional about unleashing our associates' desire to connect emotionally with those we serve and with those who serve with us - including relevant tools - to provide truly spiritually centered, holistic care.

Initial Attributes of the Ascension Health Experience

Clinical Reputation and Quality (orange)

Doctors and the hospital have the best reputation for your condition
The hospital has the latest and greatest treatments and equipment

Administrative Efficiency (blue)

Registration, scheduling and billing services are handled most efficiently
You are able to leave the hospital as quickly as possible on the day of your discharge

Comfortable, Convenient Environment (blue)

The hospital is the cleanest, best maintained and most comfortable
The hospital is easiest to get around in and offers helpful signs
The hospital does everything it can to be convenient to you

Compassionate, Respectful Care (green)

Staff always makes you feel that they care about you
Staff is the best at making you feel that you can trust them and depend on them
Nurses and other staff are appear happiest and have the most positive attitude
Someone is always available to talk to you and your family about your fears and concerns
Staff is the most polite, introduces him/herself, and knows your name

Communication and Empowerment (green)

Staff is the best at letting you know what is wrong with you and your medical care
Staff or doctor always tells you when you can expect to go home as soon as possible
Staff is the best at letting you and your family know what is going on, how long things will take and why there are wait times
Staff does the best job of listening to you
You are given all the information you need to make decisions about your care
You and your family are always involved in decisions about your care

Care Responsiveness (green)

The staff manages your pain very well
Doctors and nurses are very good at communicating with each other about your needs and treatment
Nurses are the most responsive and prompt when you need something
You never have to wait unnecessarily

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