Too often, there is a disconnect between patients and health care professionals. Providers think they are doing a good job, but patients want them to listen more and consider their personal situations.
In order to make sure the patient’s voice is being heard, and refocus priorities on creating a patient-first culture, Pennsylvania-based Excela Health launched its “What Would Becky Want?” program three years ago.
“Becky” represents a typical patient the hospital serves: a married, middle-aged woman with young children and aging parents who is responsible for her family’s health care decisions. If she sounds realistic; well, that’s because Becky is based on a real-life patient.
The hospital uses her as a touchstone for many decisions they make, as they intentionally pause to consider this persona’s needs and wants, thereby putting patient advocacy at the core of the decision-making process. “Becky” is not just an abstract concept, either — the hospital has even made a cardboard cutout of this model patient to serve as a tangible reminder of the program’s goals.
The campaign is working. Excela metrics have shown meaningful improvement over the past several years, reflecting the concrete need for increased patient advocacy, and affirming the fact that people respond positively when they believe their voices are being heard.
The patient experience movement stresses the importance of hospitals fostering a consumer-friendly environment that makes patients feel cared for both physically and emotionally.
The “What Would Becky Want?” campaign seeks to break down the silos between patients and doctors, reminding Excela Health that “patient first” is not an overused slogan; it’s a winning strategy.