Three steps to transforming the patient experience

Over the course of her career, Stephanie S. Abbott has held the roles of quality management patient experience (PX) coordinator for HCA St. Petersburg General, corporate assistant director and regional director of PX for Intermountain Health Division, vice president of PX for HCA and chief experience officer (CXO) for Adventist Health. But in 2021, she was diagnosed with cancer and went from healthcare executive to patient.

After years of working in PX and service delivery, she was now experiencing what the patient journey actually meant and, on occasion, she saw first-hand where disconnects have occurred between experience management and operational excellence.

Since completing her treatment, Stephanie has written and released a book about her experience, Buried or Planted, which explains these disconnects – and resulting areas of opportunity – in detail.

CX Network caught up with Stephanie to find out more about what healthcare executives and practitioners can learn from her experience, and the three steps she recommends to transform healthcare for future patients.

CX Network: Explain what Buried or Planted is about…

Stephanie Abbott: This book is written as a diary that chronicles my experience as an oncology patient navigating the healthcare system. At the end of most chapters, I highlight compassionate moments and challenges I faced along the way. It’s not just a process improvement book for healthcare; it’s also a supportive guide for anyone on their own journey.

The mission of Buried or Planted is to offer both patients and healthcare workers valuable insights and encouragement. It aims to help healthcare workers gain a deeper understanding of what patients go through, empowering them to provide care that is safe, dignified, and dependable.

This book also promotes an atmosphere of compassion, trust, and teamwork. Every patient deserves to feel uniquely cared for and to experience the healthcare journey they truly desire.

CX Network: What are some of the common process errors that you saw during your own patient journey? 

Stephanie Abbott: Throughout my own patient journey, I encountered several process errors that highlighted significant gaps in access and personalization within the healthcare system. From facing long wait times and feeling lost in a sea of repetitive forms to leaving appointments with confusion instead of clarity. It is clear that many procedures often overlook the unique experiences and needs of each patient. 

CX Network: Why do you believe fractures exist between experience management and operational excellence? 

Stephanie Abbott: The experience management and operational excellence in healthcare stem from a critical imbalance, where the push for efficiency often overshadows the need for personal care and attention to patients' unique needs. To truly enhance patient outcomes and satisfaction, we must bridge this gap by creating systems that prioritize both operational efficiency and meaningful patient connections.

CX Network: What are some of the biggest opportunities you saw for operational improvements during your patient overview? 

Stephanie Abbott: There were five primary opportunities:

1. Streamline appointment scheduling: Reducing wait times and improving access can create a more efficient system that meets patient needs faster.
   
   
2. Enhance patient data integration: Utilizing and optimizing comprehensive medical records can eliminate repetitive questions and forms, allowing for a more personal and connected experience.
   
   
3. Focus on patient-centered care: Shifting from a one-size-fits-all approach to individualized care can build stronger relationships between patients and healthcare providers.
   
   
4. Improve communication: Ensuring clear and actionable plans after appointments can reduce confusion and enhance overall patient satisfaction.
   
   
5. Invest in process improvement: Committing time and resources to optimize healthcare processes can lead to better outcomes for both patients and employees.

CX Network: Drawing on your journey from corporate to patient to consultancy, what’s your advice to those working in patient experience/ healthcare XM at present?

Stephanie Abbott: To transform healthcare delivery, we must rethink how we approach patient care and employee experience. We need to:

1. Shift the focus from cookie-cutter solutions to recognizing the unique stories of each patient by using data to identify friction points and improve processes.
   
   
2. Emphasize the importance of understanding the entire longitudinal journey of patients, rather than just episodic care, to create more personalized experiences.
   
   
3. Invest time in process improvement and foster an environment that empowers employees, ultimately creating a healthcare system where both patient and employee experiences thrive.

You can find out more about Buried or Planted – 100+ Expert Insights from a Healthcare Executive's Journey as a Cancer Patient, here.

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