#PXTogether: A New Golden Rule & Other Key Moments

This year’s Patient Experience Conference from The Beryl Institute brought over a thousand participants from across the globe together in Chicago. As a participant, I had the opportunity to interact with providers, advocates and patients — all who came together for the common cause of creating a better experience for every patient, every day.

I was only a short plane ride from Richmond, but once I arrived in Chicago I was surrounded with people from as far away as Australia who share the same passion for transforming the consumer experience as we do here at Envera. Like us, the people I met are all working hard to improve every patient and consumer encounter from online forms to phone conversations and in-person interactions.

I was especially inspired by Emilie R. Bartolucci BA, MPA- Sr. Manager Enterprise Client & Employee Experience, from BAYADA Home Health Care LLC and her presentation on “Connecting Employee Engagement with Service Delivery Excellence.” I haven’t been able to stop thinking about a video by Health Catalyst that describes what would happen if restaurants were run like hospitals. Since hearing this presentation, I found several other videos on YouTube comparing healthcare to other industries — airline travel, hotel billing, Amazon, etc. While they are humorous, these videos are also inspiring as they challenge us to change the perception of healthcare experiences into a new reality of consumer-oriented care.

One of the best take-aways from the conference for me was a new way to think about transforming the patient experience by going beyond the Golden Rule. Here’s the progression:

  • Golden Rule – Treat others as you wish to be treated
  • Platinum Rule – Treat others the way they want to be treated
  • Double Platinum Rule – Treat others the way they don’t even know they want to be treated

At Envera Health, we call that delighting the customer by exceeding their expectations! Speaking of delight, this was my first visit to Chicago, and I can’t wait to go back. If you haven’t experienced Chicago-style pizza, everything you’ve heard is true. It’s incredible and so is the city.

I hope to see you at next year’s Patient Experience Conference in Dallas, Texas! In the meantime, check out the list of other events we’re attending this year on our “Recharge with Envera Health” Roadshow!

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