The Client
Cabrini is a not-for-profit health service which utilises all surpluses to develop services and facilities to provide the best possible care for patients and families. Cabrini is owned and operated by the Missionary Sisters of the Sacred Heart of Jesus and has 832 beds and a comprehensive range of health services. In Melbourne, it has major acute facilities in multiple locations, a residential aged-care centre and a rehabilitation service.
The Challenge
Despite a significant investment in Patient Experience (PX), customer complaints had increased. Leadership called for a review of Cabrini’s existing PX program (2013) – a compliance focused | hospital centric approach to PX that was reactive (to standards) as opposed to proactive (to customer) – which had failed to change intrinsic mindsets and belief systems.
The Approach
Strativity reviewed the PX strategy, applying its CX Diagnostic methodology, leveraging its proprietary Promise, Performance and Platform matrix, which includes 20 best practice elements of a CX strategy.
The Results
As a result of Strativity’s work, Cabrini adopted a renewed and evolved ‘Customer and Patient Experience Framework’ which focused on 1) an expansion of scope to include ‘Customer’, instead of purely ‘Patient (and Family)’; 2) better connection between Effective Workforce and Patient Experience strategy elements; and 3) improving and enhancing the customer, patient and family experience across all aspects of their interaction with Cabrini – pre-admission, during care and post-discharge journey stages.
