SNI’s Patient Experience Transformation (PExT) Initiative is a program designed to help California public hospitals and health systems measure, understand and improve their patients’ and families’ experience of care.
Through PExT, SNI aims to establish a health care culture that is fully centered on patients and their families. In this culture, timely, clear, and respectful communication between patients and team members is the norm—with patients and staff both engaged and pleased with the organization and its delivery of care.
In order to achieve this, PExT offers two levels of support for participating hospital systems:
- The PExT Learning Community provides broad-based, educational support to individuals and teams who are leading patient experience transformation efforts in their organizations. Topics include strategies for leading meaningful organizational change, identifying and implementing effective experience goals and priorities, and capturing the voice of the patient and the employee. These topics are delivered through a series of monthly webinars and conference calls, as well as periodic in-person learning sessions.
- The PExT Action Collaborative is a demonstration project in which 11 improvement teams work to rapidly transform patient and staff experience in a specific service line over the course of eight to nine months. The Action Collaborative follows Experience Mapping and Design, a proven methodology for transforming experience in health care organizations. Programming for the Action Collaborative includes regular webinars, calls, and in-person learning sessions, as well as individualized assistance and coaching to support the teams’ improvement efforts.
- The CG-CAHPS (Clinician and Group CAHPS) Implementation Network works to roll out the CG-CAHPS survey in all California public hospital systems following a consensus-based standardized implementation strategy.
SNI offers PExT in partnership with leaders from California public hospital systems, as well as nationally recognized experts on patient experience, ExperiaHealth and Shaller Consulting. For more information, contact PExT Program Director Boris Kalanj.
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