- Superior Patient Experience
St. Louis Children's Hospital
- Superior Patient Experience (SPE) is an initiative designed to encourage the employees to move past any obstacles that may get in the way of providing the best care. More than just a checklist of rules, SPE aligns itself with the employees' way of thinking, providing rewards for improvement, empowering them to make the right decisions, and encouraging them every step of the way.
Our rallying point for the employees was the mantra "Aim Small". When you focus on the small things, the bigger picture takes care of itself
- Aim Small Mantra
I remember what it was like to be young. The world was full of questions and discovery. Why is the sky blue and what makes a rainbow? A time when just having a dip cone was the highlight of the day. When a hug could clear away any doubt or worry. When a pat on the back said more than words could. That is why I am here now. At Children’s, I can bring childhood back to children who need it most. Each smile I give, each bit of sunlight I bring into their lives is a reminder to me that there are no little things. So I aim small, because nothing has a bigger impact. I aim small, to lift up the smallest among us.
- Experiential branding and take-aways were designed for the employees to reinforce the message as well as encourage their own involvement. The key to making the program work was having the employees take over and make it there own. This included reward pins to be handed out whenever someone noticed a good deed being done, a journal, as well as an online community for recording any Aim Small experiences.