To be successful in today's highly competitive, increasingly regulated & consumer-driven healthcare market, organizations need to attract & retain patients by properly defining & continually managing care expectations and experiences

• Leaders need to look at all aspects of healthcare delivery and communication
  
• Continual assessment of people, processes and use of technologies needs to take place 
  
• "Patient Satisfaction" has evolved to Patient & Family Experience, it's no longer about making the patient 'happy,' but about truly understanding what they need, what they expect, and how each interaction influences and impacts these experiences  
  
• Continual expansion of CAHPS & Value-Based Purchasing requires understanding of principles and metrics across the enterprise, not just at the administration level

Based on our experience in healthcare settings, we use and recommend a variety of tools, best practices and principles, including:

• Lean/Six Sigma
  
• Net Promoter analysis of patient experience survey data
• Combining Lead & Lag Metrics
  
• Leader Rounding on patients & families
  
• Leader Rounding on team & providers
  
• ​Shadow Coaching 
  
• Service Mapping​
• Classroom trainings & webinars
• Focus Groups
  
• Employee & Provider Surveys
• ​Patient Surveys
  

we work with a diverse range of healthcare organizations across the continuum of care 

collaboration is the key

our best practices

MANAGE PERSPECTIVE / IMPACT PERCEPTION

our Clients

Our clients have included:
Hospitals and healthcare systems 
Large integrated networks
Academic medical centers
Community hospitals
For-profit and not-for-profit hospitals

Long-term acute care hospitals
Ambulatory surgery centers

Medical practice settings

Outpatient & ambulatory services centers

Urgent Care centers

Home care agencies
Health plans

we believe in a unique & customized consulting experience for each and every client

our approach

We deliver custom solutions, tailored to you--your team, your culture, your one-of-a-kind challenges. One-size-fits-all, cookie-cutter approaches will not bring sustainable improvement to any organization. 

We infuse leadership values and skills in all that we do.  Rather than simply complete tasks for our clients, we work closely with clients to design strategies that work best for them while also teaching effective leadership. 

We offer a range of consulting services, all designed to help you reach your potential. Whether you're looking for a small tweak or complete overhaul, we have you covered. Our services are available a la carte so you can get precisely what you need.