1. PRODUCING THE
Patient Experience
contrastcreative

2. Seeking Satisfaction
Healthcare is undergoing a dramatic transformation. With the
advent of the Affordable Care Act and Value Based Purchasing,
hospital payments are determined by quality of care rather than
the volume of patients treated.
Clinical Process of Care, Outcome and Efficiency are rated alongside
the Patient Experience. For healthcare public relations and
marketing professionals, the goals of improving work culture and
connecting employees to patients have never been more pivotal.
Now that the Patient Experience represents 30 percent of the Value
Based Purchasing score, how are you keeping your patients satisfied?
The Patient Experience
significantly impacts your
hospital s bottom line.
90
%
Almost 90 percent of top
healthcare executives say
the Patient Experience is
one of their top priorities.
– 2009 HealthLeaders Media
Patient Experience Survey

3. Creating Connections
Improving communication throughout your organization is
the key to elevating the Patient Experience. We believe that
all parties striving for optimal communication can change
healthcare for the better.
Connecting employees
to the purpose of their mission
not only improves work culture,
but also the Patient Experience.
Encouraging employee engagement will increase patient
engagement and satisfaction. Employees are your greatest brand
ambassadors. But in today’s current environment, employees are
being asked to do more with less, which can disconnect them
from the patient. An employee who understands an organization’s
mission, vision and values will develop a sense of purpose and form
a greater connection to the patient.
“Worldwide, four out of 10 employees are still not engaged.”
–Aon Hewitt’s 2013 Trends in Global Employee Engagement
Delivering patient satisfaction is of the utmost importance.
Today, an informed patient is sitting squarely in the driver’s seat
of her care. Understanding not only how your patients feel about
their experience but also why they feel the way they do is vital to
developing a successful Patient Experience initiative. We believe
satisfaction begins with a healthcare organization’s workforce; the
better the work culture, the more satisfied the patient.

4. Customizing Solutions
Contrast Creative’s quest to improve healthcare began in 1998.
As a medical communications firm, we partner with hospitals and
other healthcare organizations, including AHRQ and the American
Hospital Association, where we assist in the development of national
patient safety programs.
Review
Goals
Improve
Communication
Develop
Strategies
Deliver
Results
We’ve partnered with Duke University Hospital for four years on
a progressive employee engagement program. We develop all
branding and produce team and patient videos to connect employees
to the hospital’s mission, vision and values. This in turn promotes
engagement and satisfaction for both employees and patients.
Employee
Engagement
Brand
Patient
Engagement
Contrast Creative works closely with our clients to understand the
employee, patient and family experience. Our communications
team joins forces with a diverse group of healthcare leaders
who serve as an advisory council and significantly benefit our
work. Together, through discovery and thoughtful evaluation,
we will help you identify short and long-term goals and develop
a strategic communications plan in a quest to clear a pathway to
your success.
Our expertise lies in creating customized content solutions
that communicate a clear message designed to motivate and
inspire a certain action, perception and behavior in an effort
to measurably improve work culture, patient safety, clinical
quality and patient engagement.

5. “Most hospitals want to integrate efforts to improve work culture,
patient safety, clinical quality and patient engagement; they just
don’t know how to do it. The Contrast Creative team keeps up to
date on the changing healthcare landscape, and they know how to
research, collaborate and put the pieces together to produce results.
They are a ‘high-performing team,’ and I
always look forward to working with them
on any project!”
– Dr. Karen Frush
Chief Patient Safety Officer
Duke University Health System
“Contrast Creative takes our initial concepts, runs them through
their creative team and
then breathes life into a good idea.
The process is truly exciting.”
– Lisa McDonald
Director of Marketing
The George Washington University Hospital
“In a time when we all have to do more with less, Contrast Creative
is a real value. The team asks the questions that matter about
measurement and key metrics and then delivers a product that
reaches our audience where they are.
Contrast Creative understands the business
of healthcare and has been an
essential partner in changing and
elevating the perception of our
customers in our community.”
– Tracy Grayzer
Executive Director at Impact Alamance
Cone Health

6. Producing the Patient Experience
CONNECTING EMPLOYEES TO
Mission
Vision
Motivating
Engagement
Values
Delivering
Satisfaction
contrastcreative
2598 Highstone Road Cary, NC 27519
(919) 469-9151
www.contrastcreative.com