IMPROVING HEALTHCARE EXPERIENCE
ABOUT US
GSPsquared is focused on helping healthcare companies improve care experience.
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We take a strategic approach to develop and implement innovative programs that improve performance in patient experience, communications, and operations.
Our strategies are based in data and analysis, stakeholder experience, and span digital and non-digital solutions.
We bring 25 years of strategy, operations, communications and quality improvement experience to help clients surpass their goals.
Our clients include health systems, hospitals, research institutes, and MedTech companies.
OUR FOCUS
We develop and implement innovative programs to improve patient experience, communications and operations. We specialize in four areas.
OPERATIONALIZING USER EXPERIENCE DATA
Obtaining user-experience data – quantitative or qualitative – isn’t enough. The key is to use this data to improve performance. Based on more than 10 years of working with hospitals, ambulatory centers and Patient and Family Advisory Councils (PFACs), we recognize staff need help operationalizing patient experience-based data. We developed a standard process that makes it easier to interpret and implement insights from user-experience data. Using this process, we improved experience, communications and engagement in a hospital’s Intensive Care Unit (ICU), Emergency Department (ED), Radiology Department and in other inpatient and ambulatory units.
IMPROVING ENGAGEMENT FOR PATIENTS AND HEALTHCARE PROVIDERS
Improving patient, family, and physician engagement is critical to improving outcomes and overall health, reducing burnout, and increasing retention. We’ve developed an array of programs to improve engagement that are based on data and analysis, user experience, and use digital and non-digital solutions.
PATIENT AND FAMILY ADVISORY COUNCILS (PFACs)
A well-run PFAC is a strategic advantage. PFACs yield key consumer information to identify gaps in service; drive process improvements and program development; improve experience, safety, and outcomes; and build loyalty.
GSPsquared has founded, managed and led Patient and Family Advisory Councils (PFACs) for 10+ years. We offer services to start, manage or optimize a PFAC.
COMMUNICATIONS STRATEGY
Effective communications is essential for successful initiatives. GSPsquared brings two decades of communications and marketing experience across industries to develop and execute innovative strategies.
TESTIMONIALS
LEADERSHIP
Gloria Stone Plottel, MS, MBA, CPHQ, CPXP is the Founder of GSPsquared LLC and leads the GSPsquared team. Gloria works with healthcare organizations and MedTech companies to develop and implement strategies and infrastructure to improve operations, experience and communications.
Gloria brings two decades of developing and implementing innovative programs. She consulted to New England’s largest health system to develop a scalable, multi-pronged patient engagement strategy for the healthsystem and its Population Health Management division that was launched and impacts patient care daily.
She co-founded and led a community-teaching hospital’s 20-person Patient and Family Advisory Council (PFAC) for 12 years and expanded it to serve affiliated ambulatory centers and physician practices. She facilitated patient and family experience-based feedback to 60+ departments and organizations that spurred multiple process improvements and new programs. Additionally, she co-founded Massachusetts’ first statewide Consumer Health Council to voice patient and family perspective at the local, state and national levels to impact policy and practice.
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Recognizing the need for a standard process to make it easier to operationalize user-experience feedback in clinical units, Gloria developed the 5 Stage Process Flow, and successfully administered it in multiple clinical units resulting in improved operations and patient and staff experience.
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Gloria collaborates with MedTech companies to develop and clinically integrate products and services. Prior to her career in healthcare, she worked for 10 years in communications and marketing with global and regional companies.
Gloria serves on the American College of Radiology (ACR) Commission on Patient- and Family-Centered Care and co-chairs the Quality Experience Committee. She served for six years on the board of the New England Society for Healthcare Strategy (NESHS) and co-chaired the Marketing Committee. Gloria is a Certified Professional in Healthcare Quality (CPHQ) and a Certified Patient Experience Professional (CPXP). She holds an MBA from New York University, an MS from the State University of New York College of Environmental Science and Forestry, and a BA from Boston University.
