Patient Experience

Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

Let The Journey Begin: Moving From Communication To Connection


The Story . . .

“It’s amazing what you can accomplish when you stop caring who gets credit for it.” This is one of many important quotes I heard from Annette Logan, CEO at the Cure 4 The Kids Foundation. Last week, some of our team had the honor of kicking-off a project with this organization. It is not often in IMG_0321one’s life when passion, purpose, and business all align, but it just happened to us.

In 2007, Cure 4 the Kids started at Annette’s kitchen table. The foundation started because she got fed up as a parent as she navigated care for her son after a significant accident. As a nurse, she knew that he was consistently getting substandard care and knew that there was a better way of doing things. When she launched the foundation, she committed to helping all kids, no matter of their socio-economic backgrounds. We were in the car with her when she blurted out one of the most profound statements I have heard in a long time: “The price of poverty shouldn’t be death for a child.”

This is exactly what I meant by the alignment of passion, purpose, and business. This organization is committed to transforming the pediatric patient experience. They’ve spent the past decade defying the odds as they’ve moved from the kitchen table into serving over 40,000 children. I will share more on Cure 4 The Kids as the journey continues. If you want to follow them on social media, here’s how to connect: Twitter, Facebook, and Instagram.

What We Learned And What You Can Learn . . .

Out of everything we learned in our two short days with Annette and her team (which was a lot), the quote that stuck with me is Annette’s take on communication issues that typically plague companies. She surmised that when people are frustrated by communication issues, they are really frustrated by a lack of connection.

Over and over, I hear executive coaches, trainers, and thought leaders share about it’s all about communication. I myself, have talked about this and have written and studied the art of communication between leaders and multi-generational workplaces. But, Annette fullsizeoutput_3c47reframed this issue for me.

How would it change the “health care” (two words) experience if we focused more on connection than communication? How can we take empathy to a whole new level by focusing on authentic connection with those around us?

What I Will Do And What You Can Do . . .

I challenge each of you to think about what it means to connect with people as you strive to communicate with them. Here is a little exercise to do on your own or with your team.

I Like, I Wish, And What If

Take five-minutes after you read this and ask yourself these three questions as you move from communication to connection. We would love to hear from you as you work on this in the future.

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Consumer Experience, Culture, Design Thinking, Diversity, Empathy, Human-Centered Design, Inclusion, Innovation, Leadership, Mindset, Patient Experience, Power of Yes, Strategy

The POWER OF YES! in Claiming What You Believe


The Story

2017 was an amazing year both professionally and personally. I celebrated 20 years with my Carlaamazing wife who, if it were not for, I would be completely crazy. (Thank you, Carla, for who you are to me and for everything you do for me.) As a parenting team, we saw lots of firsts for both of our children and got to enjoy some special times together. In September, I joined North Star Receivers and met a fantastic group of guys who have changed my life for the better. I also published a book called The Power of Yes! in Innovation! If you know me, you’ll know this is a true miracle within itself. (Thank you, Steve, for all of your hard work in pushing me to get this project over the finish line.) The Nason Group experienced tremendous growth and impact, including team members coming and going.

What I Learned And What You Can Learn

Throughout all of the events of 2017, I had a little voice in my head saying, “Shawn, what do you really believe?” That voice kept BELIEVE-IN-YOURSELF-ALWAYS--1challenging me to be a better person for my wife, kids, friends, and business partners. To respond to this nagging voice, I gathered the Nason Group team towards the end of the year and asked, “What exactly do we believe?” Something magical happened next. We hacked away at the question and, many iterations later, we have a set of We Believe statements that will help us move into the future together. We even brought in our partners to help us frame the statements so that the statements speak to the essence of who we are as the Nason Group. So, here they are:

We Believe . . .

  • The best thought solutions don’t always have to be complicated.
  • Using know me, surprise me, and make it easy will reconstruct the customer experience.
  • Disruption is healthy and necessary for growth and leads to new ideas that change the world (your world).
  • Ideas that are radical enough to change lives require a space for teams to create, develop, test, and implement.
  • Engaging consumers’ stories and voices are mission critical when exploring new ideas and the ONLY way to do business well.
  • Figuring out the right questions to ask takes time and energy.
  • With the POWER OF YES! anything is possible.

Working as a team to create these statements led me to a deeper understanding of the difference between doing and being. For too long, I’ve been caught up in the doing without spending enough time working on a foundation of being. Maybe you’ve been in the same boat?

What I Did And What You Can Do

In December, I spent a retreat weekend with my group from the North Star Receivers. Throughout the weekend, we examined at our lives and challenged each other to engage some hard questions, which led to even more clarity about my beliefs. My challenge for you this week is to do the same. Take some time to claim what you BELIEVE through these questions:

  • What conversations do I need to have?
  • What relationships do I need to address, let go of, or heal?
  • What activities do need to stop doing?
  • What activities do I need to start doing?
  • What am I going to do about “me” time?
  • What support do I need and what support am I open to receiving?
  • What is my mantra and brand that I want to live out?
  • What’s the impact I want to have in the world?

Enjoy!

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Consumer Experience, Culture, Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Patient Experience, Power of Yes, storytelling

#NoLimits at NGPX2017—The Power of Humanizing Care


The Story

Kate&ShawnImagine with me: you are a mother, a wife, and a nurse—and you have cancer. You’re on your way to yet another medical appointment, which is now a significant part of your schedule. You walk into the doctor’s office and, without looking up, the receptionist greets you by simply saying, “leukemia!” At that moment, you realize you aren’t a mother in their eyes, or a wife, or a nurse. You’re not even a human. YOU ARE NOW CANCER. This happened to a friend of mine, Kate Sims, 17 years ago. Though she is now cancer free, she gets a lump in her throat when she recounts this story. It was the moment she realized that it’s possible to feel non-human.

And then there’s my buddy, Jake French. He tells a powerful story about a strange jake french#2accident that left him as a quadriplegic in his early 20’s. In a brief moment, his dreams of working for the forestry department and spending long days exploring the outdoors were shattered. One of the first things he remembers after the accident was waking up in a hospital bed being told by the surgeon, “Jake, you will never walk again. You will never feel anything in your arms or hands, or be able to use them again.” Words that could possibly be true, but not the first words he needed to hear after his accident.

These are just two stories that affected me and my team at the Next Generation Patient Experience Conference in San Diego, CA. I had the honor of being one of the chairs of the conference this year and to be involved in several of the sessions. We met amazing people and heard powerful, transformative stories about the great things being done in hospital systems and medical practices around the world to improve the patient experience. One of the highlights for me, was giving the opening remarks for the conference, The Power of Yes! In Health Care (vs. The Power of No! In Healthcare).

What We Learned And What You Can Learn

  1. The Power of Community – As a team, we were reminded that working in this space (improving patient experience) is challenging and complicated. Though it’s a constant uphill battle, our passion was ignited for continuing to be thought leaders and disrupters. Most importantly, we were reminded that we need to humanize care more now than ever before, as evidenced in the two stories above.
  2. The “Hi Ya” Principle – Jake French taught us that, in health care, there are a few four-letter words that need to removed from everyone’s vocabulary: Can’t, Don’t, and Won’t. When you hear these words you need to use your loudest Screenshot 2017-11-30 06.50.39Hi Ya!” and kick them out, which is happening in the picture of Jake above.
  3. Keep It Simple – Our group led two roundtable sessions where we asked each participant to step into the patient’s role and share the things that mattered most to them. We gathered 100+ ideas that we will organize visually into a constant reminder of the patient’s voice in the disruption process. The truly amazing thing here is that none of the ideas were complicated or difficult. As a matter of fact, the best ideas were pretty darn simple, but these ideas have been held up by an overly-complicated health care system!

What We Will Do And What You Can Do

I have heard this said many times over the past few days: “We are all still humans.”  In the heat of the moment , however, when care is being provided, it’s too easy for the humanity to get lost.

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Here at the Nason Group, we have put a stake in the ground to make sure that we work to keep the humanity in patient care. After all, one of our core beliefs is:

Engaging consumers’ stories and voices are mission-critical when exploring new ideas and the ONLY way to do business well.

We will not waver from this! 

We will not compromise this!

We will be champions for humanizing care!

Today, we are launching a new web address (humanizingcare.health) as a reminder to us to always keep the humanity in health care.

Here is our ask of you: Take time to examine your care models, your processes, your values, and your core beliefs to make sure they are human-centered.

And then, live them out! Champion with us to make sure patient experience, member experience, and provider experience are the top priorities in your organization.

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