Service Excellence Update

Relocated Neurology Suite Helps Define Ideal Patient Experience

The Ideal Patient Experience Program, one of the four ongoing Service Excellence projects at BWH, continues to cultivate a well-coordinated, individualized approach to patient service—both prior to a patient’s outpatient appointment and when they arrive for ambulatory care. The overall goal of the program is to offer a standardized customer service approach that supports a more patient-friendly environment. A core group from BWH Finance and the Brigham and Women’s Physicians Organization (BWPO), together with staff members from many clinical departments as well as Information Systems, Human Resources, and Patient/Family Relations, comprise the Ideal Patient Experience team, which continues to drive several projects across the hospital, including the redesign of the Department of Neurology’s ambulatory practice.

The Department of Neurology has recently moved to a newly renovated space on BWH’s Main Pike. The practice space has been redesigned with the Ideal Patient Experience program in mind. New features include a reception desk staffed by a dedicated receptionist, greeting and providing assistance to incoming patients. It also maintains an independent “check-out” area comprised of private offices, where patient services representatives help patients to schedule follow-up appointments, explain financial matters and make payments, and triage other follow-up needs. Additionally, patient access coordinators now manage all incoming calls in a separate, private location and with the help of a revised, more user-friendly phone menu.

“By participating in the Ideal Patient Experience Program, we’ve really redefined the patient experience in our department by focusing on areas that make for a more pleasant, efficient and convenient ambulatory visit,” said Craig Williams, administrator for the Department of Neurology. “So far, feedback has been positive from the patients as well as from our staff.”

The redesigned Neurology practice is just one of several ongoing projects that comprise the Ideal Patient Experience Program. Look for additional updates in future issues of BWH Nurse.