Case Study: University of Chicago Medicine achieves a centralized Office of Patient Experience and continuous improvement infrastructure with Stryker

Architecting the Office of Patient Experience

University of Chicago Medicine, a 700-bed academic medical center, partnered with the Experience Innovation Network in 2012 to address the need for a continuous improvement infrastructure that leverages patient, family, staff and physician voice to drive experience improvement and innovation. The challenge was to create an organizational model that aligns clinical, physical, emotional and cultural elements to consistently improve patient and staff experience.

EIN helped design an Office of Patient Experience and build a continuous improvement framework: assessing gaps, capturing voices, aligning operations with quality and safety, and embedding experience-driven standards. The result was an enterprise experience strategy and a staffed Office providing experience intelligence, analytics, prioritized improvement initiatives, and new care innovations to optimize patient and staff experience.

University of Chicago Medicine