Proactive Leader Strategy to Improve Human Experience

• Viji George, DNP, MA, RN, RNC-NIC, NEA-BC | Clinical Excellence Program Manager, Texas Health Resources, Magnet Program Director | Texas Health Presbyterian Hospital Plano
• Laura Massey, DNP, MHA, RN, CPN | Chief Nursing Officer | Texas Health Presbyterian Hospital Plano

In the ever-changing world of healthcare, it is a challenge for nurse leaders to motivate nursing staff to be involved in the organization’s initiatives and constantly meet the patients’ and consumers’ needs to improve human experience. Intentional initiatives can improve culture, structural empowerment, and professional growth, leading to clinical and nursing excellence. A five-prong approach (consumer focused care, professional governance, recognition, wellness, and DEI ) led to robust staff engagement and improved staff and consumer experience. This focused strategy improved staff engagement and consumer experience, resulting in meaningful professional practice environment in the organization. The key element of human experience is consumer focused care – consumers of health care include the employee, patients, and other stakeholders. Behind every healthcare data point is a human and by analyzing data – both quantitative and qualitative, identifying gaps and problems and seeking solutions to improve overall human experience is greatly needed. Healthcare is a complex and highly competitive system. The constant journey to keep up with scientific and technological advances to provide safe, quality, and human-centered care is an ongoing challenge. This presentation will focus on the professional governance problem solving approach involving leaders and frontline staff, employing a human experience mindset for staff and consumers leads to culture of excellence.