Company

Large hospital with 3 locations in The Hague. More than 3500 employees and around 320 medical specialists work here. The hospital stands for care, innovation and cooperation. Patient-friendliness is paramount.

Situation

One of the most important core values ​​of the hospital is customer intimacy (caring / personal attention for patients). Continuous improvement on customer intimacy is therefore one of the most important strategic pillars. To increase customer focus, patient satisfaction and to stimulate the involvement and enthusiasm for continuous improvement, Gwynt was asked to set up a motivation and activation program.

Approach

Gwynt has developed a practical and effective motivation and activation program called @HagaWeCare. The @HagaWeCare program pays attention to the patient, gives meaning to continuous improvement and ensures better collaboration, coordination and communication. @HagaWeCare is about realising optimal patient experiences and improving the motivation and cooperation in the hospital.

Results

The motivation and activation program resulted in more customer focus / patient focus, proud and enthusiastic outpatient staff, excellent execution of the basic processes and made continuous improvement fun to do. In addition, the program has also resulted in a higher score on patient satisfaction.