Mary Sue. Blaine. Jill. Britt. Erin. Monica. Katie. Barbara. Chris. Michael.
Meet the Practicing Excellence Client Success Team.
Our team is made up of a caring group of servant leaders. I call them unicorns – a group of highly-skilled, hardworking, and mission-driven team players. Whenever I think about the team we’ve built, I can’t help but feel a sense of pride. Not only are they incredible human beings, but they are also profoundly passionate about serving others and being a force for good.
As your partner, we view ourselves as an extension of your team. We’re all about being proactive to your needs to ensure your success. After all, our mission is simple: to help you thrive.
HOW EXACTLY DOES CLIENT SUCCESS WORK?
As we establish a partnership, we start with meeting you where you are. This enables us to proactively seek solutions to help you become better. We pride ourselves on delivering exceptional service and outcomes, with our clients giving us an NPS score of 74 (considered the best of the best!)
While each client invests in Practicing Excellence for various reasons, the Client Success team’s goal remains the same – to support your organizational goals through our tools and amplify your desired outcomes. We deploy a comprehensive approach, from strategy to execution, as we map our programs to your organization’s unique goals.
We are not your typical “vendor”. We don’t onboard you for six weeks and introduce you to our tools and then wish you good luck. We are your partner. Our cycle of support is continuous.
WHAT SETS US APART
The Client Success team offers at-the-elbow support at every stage of our partnership. We provide expert guidance, as well as an arsenal of proven resources like toolkits, best practice guides, and leader activation templates. We also proactively ask and listen to our partners to make sure that we are learning and improving with you.
We use a four-step approach to support your goals:
- Align and Plan: Together, we build a strategic roadmap that aligns our tools with your organizational imperatives.
- Educate and Enable: Through impactful events, our goal is to inspire, educate, and activate as we kick-off a partnership or introduce new programs.
- Integrate and Engage: A fundamental premise of Practicing Excellence is that it’s not one more thing to do; rather, it’s the way we do things here. Integrating our programs into your operations accelerates individual, team, and enterprise outcomes.
- Recognize and Reward: In this stage, we measure the impact of the work. Then, we focus on how to acknowledge progress, celebrate improvement, and reinforce a culture of continuous learning.
While the key components are the same, the elements come to life in a unique way for each of our partners.
HOW WE PARTNER
We build our partnerships through three key elements: responsiveness, trust, and dedication.
RESPONSIVENESS
We are here to serve. We are committed to responding to your needs, whether big or small, in a timely fashion. One day, you might have a physician who needs help resetting a pin number on the app. The next day, you may need advisory support on how to align our tools with a new system initiative. We strive to be timely, being there for you with what you need when you need it.
TRUST
Trust is defined as the firm belief in the reliability, truth, ability, or strength of someone. We know that trust is earned. We work hard to earn your trust through our ongoing support and service. We put ourselves in your shoes.
Health care is complex, and each organization has a unique culture and set of challenges. There is not a one-size-fits-all approach; we work to understand your specific needs and respond accordingly. Our mission is to help you achieve your goals. We will do everything we can to share best practices and guide you on the best path to achieve your desired outcomes. We want to earn your trust as an extended member of your team.
DEDICATION
We are dedicated to you. We strive to accelerate engagement, anticipate needs, develop solutions, and guide leaders to create value and deliver outcomes. We are dedicated to serving and supporting your team and organization. We are honored to be your partner on the journey to improve the experience of your health care team and the patients you serve.
The Client Success team deeply believes in our company vision to inspire and empower every clinician, leader, nurse, and care team member to be their best. Living out this mission is what gets us up in the morning, excited for another day of partnering with you!
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Mary Sue enjoys the immense privilege of serving, supporting, and guiding all of Practicing Excellence’s client partners to help them achieve their organizational goals. In her role, she oversees the client success team as well as develops and executes strategy to advance client outcomes. She is passionate about servant leadership and how to walk the talk in caring for patients, empowering teams, and growing as individuals. Mary Sue spent many years coaching and training healthcare teams in the domain of patient experience. Connect with her here.
