The Experience at Hoag Health Center Irvine is Built Around Each Patient,
Beginning from the Moment They Walk Through the Door.
In planning Hoag Health Center Irvine at Sand Canyon, officials sought
to deepen Hoag’s already renowned patient experience, in which treatment
and follow-up services are seamlessly integrated across the entire broad
patient-care continuum.
Key to this effort was a deep commitment to service and an emphasis on
patients’ needs as their specialized care plans are developed and
delivered.
At Hoag, this critically important process is achieved by a team of special
individuals ranging from nurse navigators and physicians, to technicians,
greeters and volunteers. Collectively, they ensure a comprehensive experience
unique to Hoag’s patient-centric focus, helping patients navigate
the maze of appointments, complex paperwork and virtually every other
aspect of consistent quality care from A to Z.
“Patients frequently walk out of a doctor visit with referrals they
have been given for further testing, treatments or consultations with
other physicians,” explains Marcy Brown, Vice President of Hoag
Hospital Irvine. “Making and keeping these appointments is critically
important in ensuring our patients receive the proper evaluations and
care in a timely manner. That’s often easier said than done, and
that’s why we place such a strong focus on coordinated care for
all of our patients.”
Long before Hoag Health Center Irvine opened, patient journeys across virtually
all services throughout Hoag were closely analyzed to understand how processes
should be designed at the new center to achieve the best patient experience possible.
It begins with the very first patient touch point, Brown says. “We
greet you with a warm hello, then we are there with you through your entire
experience, from helping you navigate paperwork, coordinating pre-surgical
appointments, scheduling EKGs to making sure all your diagnostic testing
is coordinated and completed.”
One of the things that truly set Hoag’s patient experience apart
is the fact that all employees are considered “guardians”
of its unique culture. As such, they all receive training in how to “Own
It,” with “it” being a commitment to providing an extraordinary
patient experience. Hoag Health Center Irvine extends this tradition,
which is further complemented by the center’s spa-like atmosphere
that includes beautiful facilities in a serene setting, with soothing
music, ample parking and free shuttle services throughout the center and
to Hoag Hospital Irvine.
It takes a village to provide an extraordinary patient experience... in
this case, a health care village located at Hoag Health Center Irvine,
which offers a team approach to advance patient care with the precision
and quality that differentiates Hoag.