Charles Consulting presents RelationX.

A comprehensive suite of strategies for enhancing the caregiver-patient experience.

What Are the Key Aspects of RelationX?

Beyond "Px"

Relational Patient Experience (RelationX) extends beyond the standard measures of efficiency and civility in healthcare. It represents a trend toward establishing genuine connections and nurturing relationships between patients and healthcare professionals. It's all about humanizing the healthcare experience by seeing patients as persons with their own experiences, hopes, and weaknesses, rather than just bodies with medical illnesses.

It starts with establishing a foundation of trust and respect. Patients feel safe and comfortable openly communicating their concerns and anxieties when they trust their providers and feel respected as individuals. This trust enables effective communication and shared decision-making.

It goes beyond the technical aspects of care and prioritizes emotional connection. Healthcare providers actively listen, demonstrate empathy, and acknowledge patients' emotional needs alongside their physical ones. This fosters a sense of understanding and support, which can contribute to better coping with illness and treatment.

Patients are treated as partners in their care, with providers clearly explaining treatment options and risks, offering guidance, and respecting patients' informed choices. This empowers patients and improves adherence to treatment plans.

Patients are not seen as mere diagnoses or cases but as individuals with unique needs and preferences. Care is tailored to their specific circumstances, cultural backgrounds, and values. This promotes a sense of control and dignity for the patient.

Building long-term relationships with healthcare providers fosters familiarity and trust. Patients feel more comfortable discussing sensitive topics and are more likely to follow up with care when they have ongoing relationships with their providers.

The benefits of a relational patient experience are numerous. Studies suggest it leads to:

-Improved clinical outcomes: Better adherence, reduced anxiety, and even improved healing.

-Increased patient satisfaction: Patients feel heard, respected, and supported, leading to greater satisfaction with their care.

-Enhanced staff morale: Healthcare providers find their work more meaningful and rewarding when they can build genuine connections with patients.

-Reduced healthcare costs: Improved adherence and better preventive care can lead to a reduction in costly complications and readmissions.

At Charles Consulting, we work with your organization to tailor our services to your needs.

Together, we can create the solution.

Provider Coaching Program

- Lead a group of 12 Physician coaches

- Physician and provider coach– 800 to 1000 hours per year

- Responsible for the administrative leadership for the physician/provider

Ambassador Program and Physician Development Institutes, to include; physician/provider shadowing and coaching, quarterly physician leadership development meetings; physician/provider communication studies

– metrics showed an overall mean improvement of “Provider Overall” of 11% (statistically significant at the .05 level).

Begin Your Journey

Patient Journey Mapping

Process of Creating a Journey Map Has
Three Main Objectives

Show entirety of process. For most employees, this was the first time they actively thought through all of the different ways we relate to our patients.
Create an experience/exercise that connects staff/providers to the actual emotions (relational needs) of our patients’ experience by drawing out the pain points and delighters.
Identify departmental projects and tactics to improve the patient experience.

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SE/SR Courses For Caregivers

Metrics Masters

Customized Leadership Development

Charles Consulting has been providing customized leadership development training for decades. Our strategy builds off of where you are. We enhance the leadership abilities for more effective relationships, which ultimately leads to better outcomes.

Charles Consulting created “Achieving Excellence in the Patient Experience” curriculum for us. They delivered 90+ sessions to over 1100 physicians, leaders, and staff across the DH system. Session evaluations 4.9/5.0 scale. This contributed significantly to an increase from the 55th percentile to the 71st percentile for “Sensitivity of all staff to special needs and concerns,” a major driver of overall patient satisfaction.

Begin Your Journey