Sasha Perez-Loor, Director of Sustainment & Improvement in Consumer Experience at AdventHealth, agreed to join Swaay.Health on-camera to share how the organization’s innovative “bow-tie model” has become the cornerstone for aligning patient experience strategies across their nine-state network.

Key Takeaways

Balancing Standardization and Local Needs. The bow-tie model ensures consistency across AdventHealth’s nine-state network while respecting the unique requirements of individual communities. Inclusive and Patient-Centric Feedback. Leaders, front-line staff, and patients contribute to the development of care strategies, ensuring relevance and effectiveness. Commitment to Accountability. Collaborative planning is paired with a strong focus on follow-through to ensure that patient experience improvements are realized across all AdventHealth facilities.

Inclusive Dialog with Bow-Tie Model

“At its core, the bow-tie model facilitates inclusive dialogue between corporate and local leaders,” explained Perez-Loor. “We co-design solutions together, commit to actionable decisions, and then focus on accountability to make sure it all comes to life.”

This collaborative framework has been pivotal in developing AdventHealth’s patient experience blueprints, setting expectations for everything from inpatient care to ambulatory services, while respecting the unique needs of each community.

By balancing standardization with local adaptability, this model ensures that every patient feels cared for, no matter the facility.

“When leaders and patients come together, the energy is undeniable,” said Perez-Loor. “It’s a constant journey of learning, adapting, and improving.”

By fostering dialogue across all levels—from corporate leaders to front-line staff—and including feedback from patients themselves, AdventHealth is ensuring its initiatives are both meaningful and effective.

Learn more about AdventHealth at https://www.adventhealth.com/