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SERVICES & CASE STUDIES

OPERATIONALIZING USER EXPERIENCE DATA

When consumer, experience-based feedback is implemented, patient experience, engagement and satisfaction scores rise, and provider and staff experience and engagement improve.
Experience-based feedback and data are often not converted into operational improvements leaving missed opportunities to deliver better care and outcomes.


Using a standard method called the 5 Stage Process Flow, we operationalize consumer, experience-based feedback resulting in improved operations, communications, experience and safety in ambulatory and inpatient units.
 

SERVICES

  1. Implement the 5 Stage Process Flow to ensure implementation of PFAC or other experience-based advice in inpatient and ambulatory units

  2. Train staff to use the 5 Stage Process Flow 

  3. Facilitate experience-based feedback

  4. Experience-based design workshops

IMPROVING EXPERIENCE AND ENGAGEMENT FOR PATIENTS AND PROVIDERS

We develop and implement strategies that improve patient and family member experience, increase participation in their care, and improve health and outcomes.


We develop programs focused on improving provider experience and engagement.

 

Our programs are based on data and analytics, user experience, and utilize digital and non-digital strategies.  

SERVICES
 

  1. Develop/support Patient and family engagement programs focused on:
    Patient portal utilization
    Care coordination 
    Patient toolkits
    Advanced care planning
    Shared-Decision Making 
    Pre and post procedure communications

  2. Develop/support Physician engagement programs

PATIENT AND FAMILY ADVISORY COUNCILS — MAXIMIZING IMPACT

A PFAC is a strategic advantage. PFACs yield key consumer information to identify gaps in service and to improve care delivery, experience, engagement, operations and safety for patients, family members, and staff. GSPsquared founded, managed and led Patient and Family Advisory Councils (PFACs) for 10+ years. We will work with your organization to start and sustain a PFAC, take the PFAC to the next level, and incorporate PFACs in improvement activities.

SERVICES

  1. Plan and launch a PFAC

  2. Recruit and onboard PFAC Members

  3. Incorporate PFAC in quality improvement activities

  4. Incorporate PFAC in experience-based design

  5. Evaluate and optimize PFAC utilization

  6. Run PFAC virtually

COMMUNICATONS STRATEGY

GSPsquared has 20 years of communications experience.  


We develop accurate and easily understood communications for patients and family members, providers and staff.


We can develop a customized approach to help your organization fulfill its communications needs.
 

SERVICES

 

  1. Physician referral strategy

  2. Pre and post procedure communications

  3. Presentations

  4. Facilitation