Next month, I'll be working with Missouri Baptist Hospital in St. Louis, Mo. Strangely enough, Mo Bap is now not just a client, but a place where I've been a Patient. And will be again soon!
As I spoke with my client this morning, she shared how they have a new initiative called Mo Bap Moments. This is simply to raise the awareness that every Mo Bap employee has a moment to help create a positive experience for the patient. Lining two hallways at Mo Bap are posters with noteable stories of employees implementing the philosophy of the Mo Bap moment. But, here's one my client shared that I thought was especially cool...
An elderly woman showed up at a Missouri Baptist clinic for a mammogram. Yet, at the clinic, they realized she needed a specific test that's only available at Mo Bap Hospital; some 10miles away.
The patient was disheartened at the mistake, but also intimidated by the hospital, the parking garage, different buildings, etc. that make up the campus. One of the clinic employees said to the patient, "ya know? I'm due for my mammogram, too. I'll call over right now, make an appointment for each of us and I'll pick you up and help you navigate the hospital."
Talk about creating a moment! One thing I always encourage hospitals to remember: it's your place of employment, but a place of confusion, intimidation and uncertainity for everyone else. The more you can help patients feel comfortable with the logistics of the hospital, the more likely they are to have a positive patient experience.
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