Patient Experience — Pulse Check (2 Days On‑Site)

A structured, short‑term review designed to give institutions a clear picture of current PX performance.

Focus Areas

• Process Excellence: Flow, waiting times, bottlenecks
• Staff Engagement & Communication: Role clarity, empowerment, consistency
• Service Culture & Performance Management: Alignment with mission; data‑driven improvement

Activities

• Gemba walks & observations
• Staff interviews across levels
• Patient journey mapping & service recovery assessment

Deliverables

• Executive Summary Report
• Key Findings: strengths, gaps, cultural insights
• Quick Wins & Recommendations

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