Healthcare sector CX game: more satisfied patients

More satisfied patients & happier employees? Discover the CX game for healthcare!

Are you also focusing on more satisfied patients and employees? Undoubtedly so. In fact, it has likely been part of your standing objectives or strategic pillars for several years already.

Yet, every year you face the challenge of embedding patient- or customer-oriented thinking and acting within your organization. Perhaps you have already held lectures on the subject, or an internal working group has been started. However, you feel that results are not forthcoming, that you are no longer 'keeping up,' or that you cannot get your team on board.

Does the following sound familiar to you?

• Patients are becoming increasingly assertive, and we do not always know how to deal with that.
• Our employees are constantly under high pressure, and this has a negative impact on collaboration among them.
• We know that customer experience is becoming increasingly important in our sector as well, but how can we motivate our people for this?
• We want to do better for both employees and patients, but how do we get started?
• Our people aren't that interested in lectures, but would rather do something active.
• We are looking for a fun but also useful team activity that everyone can participate in.
• We want the various disciplines in our hospital to collaborate better.
• We notice that the COVID-19 period has made collaboration more difficult, and we want to do something about this.
• We sometimes wonder what we can or cannot learn from other sectors.

More satisfied patients, residents, or visitors: what do we need to do for that?

Rest assured, you are not the only one walking around with the above statements in mind. Organizations are eager to get started, but the 'how' seems difficult to work out. Why? Because everything hinges on awareness regarding the experience of both patients and employees. In other words: even in healthcare, we are still too often 'organizationally blind'. Everything therefore stands or falls, first and foremost, with becoming aware of the current patient experience.

The solution? Looking at your organization in a different way.

Thanks to: the CX Game. A fun team exercise that gives you plenty of ideas and inspiration regarding patient experience in just one afternoon. We guarantee you a great afternoon and concrete actions for more satisfied patients and happier employees.

Sounds too good to be true? Be sure to come and discover it for yourself during our open inspiration sessions!

Open inspiration session: the CX game as a tool to make your healthcare organization customer-centric.

In an open inspiration session, together with other professionals, you will get a taste of what the customer experience game can mean for your organization. You will get to know the concept in the best possible way: by playing and experiencing the game yourself. Naturally, we also provide ample time for debriefing and listening to your specific challenges.

What can you specifically expect?

• Short introduction by Els & Sarah
• Playing the CX game
• Drinks & chatting afterwards

Why are we organizing this open session?

We know how difficult it can be to persuade people or motivate them towards desired behavior, especially when that desired behavior is not yet entirely clear to all parties. The first step is often awareness: How do we behave? Towards each other, towards patients or residents? And does that align with who we are and what we want to project as an organization? But above all: how does the patient/client experience this behavior? How do they view our organization?

That is precisely why we think it is only logical to introduce you to the concept first. This way, you immediately feel the possibilities and get the opportunity to exchange experiences with colleagues.

Your hostesses during this session.

Els Dhaeze : a partner for organizations with customer-centric ambitions. Think: 20 years of experience in customer-centric strategy, customer-centric thinking, and acting for both profit and non-profit organizations. Gives masterclasses on this subject and has carried out customer-centric projects in dozens of companies, and specifically in the healthcare sector for i-mens, Helan, AZ St-Blasius (Dendermonde), DeLovie, ….

Sarah Keppens : operational and strategic guidance on customer experience and employee experience. Seasoned in customer service, including many years for and within the healthcare sector. Author of the keynote “Customer Experience in Healthcare, What's in It for You”. Expert by experience on the patient side.

What are you taking home?

A whole lot of inspiration, awareness regarding experience, and definitely some concrete ideas to achieve more satisfied patients and happier employees in your healthcare institution, promised!

Already convinced of what the CX game can mean for you?

Great! Then contact us with your specific question or challenge. We will be happy to prepare a no-obligation quote for you.