Case Study: Imagine Perfect Care

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Recommended: Role of transformational leadership in a health care setting

How does a health system known as a nationwide leader in Quality continue to innovate and improve the care they deliver to their patients? For University of Utah Health, the answer has come in the form of a program called Imagine Perfect Care (IPC). Since the opening of the IPC Resource Center in July of 2016, IPC has engaged, challenged and empowered staff to improve the quality and value of care that they deliver to their patients. However, the program is not limited to staff, IPC works to engage our most valuable stakeholder, patients, in this effort; while also tapping into the resources and student body of the academic center in which it exists.
In its infancy IPC worked to engage and collaborate with innovative projects already in place …show more content…

After seeing the power that can come from engaging and empowering staff in the innovation process, leadership tapped IPC to assist in two other areas of improvement opportunity. IPC has been task with helping to transform the patient environment, inviting each staff member to act as eyes and ears for leadership in identifying issues that might be otherwise overlooked and then to work with various interdisciplinary teams and the staff member who reported the issue, to get those issues resolved. Additionally, as of fall 2017, IPC has been charged with leading our efforts to improve the patient experience and patient satisfaction on the inpatient units of the hospital. The truth is that patients do not want to be in the hospital so what can we do as an organization to make sure that if they have to be there, we are providing the best experience possible? Our answers are coming though patient feedback days and a pilot program currently underway to engage staff in empathy training with a focus on providing a patient centered approach to care that are hoped to lead to improvement in current HCAHPS and Press-Ganey

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