1. Our Vision
To be remembered by each patient as providing the care and compassion we want for our families and ourselves.

2. Palmetto Health Experience Model

3. It is everything we do! It’s who we are. It’s what we do.
It’s how we do it.
It’s WHY we do it.
It is everything we do!
 The Palmetto Health Experience isn’t any one thing – it’s everything! It’s our commitment to create a meaningful and memorable experience for each person, in every moment, with care, compassion and love.
The Palmetto Health Experience isn’t any one thing.
It’s everything.
It’s who we are.
It’s what we do,
It’s how we do it.
And – most importantly – it’s WHY we do it.

4. Mission | Vision | Values Palmetto Health Experience
Strategic Aim
To Become the Lifelong Health and
Wellness Partner of Choice for Those We Serve.
Business Model
Population Health Management / Integrated Delivery System
Community
Growth
Finance
Quality
Service
People
One Palmetto Operating Model
Leaders, Team Members, Physicians, Volunteers & Partners

6. Palmetto Health Experience
Organizational Cascade
CEO & President
Vision and Commitment
Experience Explorers (12)
Early Exploration & Design (3 Months)
Executive Leadership (30)
Experience Guides / Mentors (6 Months)

7. Palmetto Health Experience
Organizational Cascade
Directors (200)
Experience Producers
(2 Days)
All Leaders (1,000)
Experience Designers
All Team Members (12,000)
Experience Stagers
(1 Day)
Physician Leadership Cabinet (26)
Experience Guides / Mentors (6 Months)

8. Palmetto Health Experience
Palmetto Health Experience Advisory Board (GUIDES)
Vision: To Be Remembered
Theme: One Person. One Moment. One Love.
PHE Steering Committee
EXPERIENCE THEME: One Person. One Moment. One Love.
Palmetto Health Experience Advisory Board
Palmetto Health Experience Steering
Entity Experience Champions
Baptist
Richland
Parkridge
Ambulatory
System
Experience Team
Experience
Team
One Experience Team per entity, comprised of high performing leaders, team members, physicians (at least 50 % front line team members).
Team Member Experience
Physician Experience
Patient/Guest Experience
Department Experience Connectors

9. Creating and delivering a meaningful and memorable patient and guest experience starts by providing a meaningful caregiver experience.

10. Leader and Team Member “Touch points”
Rounding, Daily Huddles
Leader Learning Immersions
Quarterly Leadership Institute Workshops
Annual All-Team Connections (Employee Forums)
Annual All-Team Assembly

11. Insert All-Team Assembly Video Here

12. All-Team Assembly Inspirational, Interactive, Instituting the “Way”
Annual connection with all team members, physicians, volunteers, board members and community partners
Theme/Motif
Warm Welcome/Fond Farewell
The Power of Story
Commitment Ceremony

24. All-Team Assembly Results
2016
2015
2014
All-Team Participants
11,200
9,325
8,148
Evaluations Completed
7,206 (paper)
6,355 (paper)
3,884 (electronic)
Team Member Overall Rate of the All-Team Experience
97%
Very Good/Good
94%
84%
Share some of the verbatim comments!

25. The Power of Story

26. 2 photos

27. Jay Mullin
Patient

28. “Too often we under estimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.”
                          Leo Buscaglia

29. Experience Champion & Internal Coach charity.garris@palmettohealth.org
Charity Garris, MBA
Experience Champion & Internal Coach
Insert Your Photo Here