Finalist
Embedding and Prioritising Patient Centricity and Engagement at Costello Medical
Summary of work
Whilst Costello Medical has long understood the importance of patient centricity and engagement (PCE), we have lacked cohesive leadership and strategy to drive PCE forwards across the company.
In 2023, our PCE team devised a strategy to embed and prioritise PCE across Costello Medical. We collaborated with an external expert to perform a comprehensive diagnostic analysis of PCE across the company. By segmenting services, conducting interviews, and collating quantitative and qualitative data, we identified areas for short- and long-term improvements.
We integrated internal and external insights to develop an ambitious and field-leading 3-year plan that aligned with broader company goals. The strategy aims to embed PCE across all aspects of Costello Medical, enhance PCE project execution, and solidify our reputation as a PCE leader.
Objectives were aligned with stakeholders’ needs, rigorously set as SMART goals, and reviewed regularly to ensure progress. The strategy’s step-wise approach included extensive internal and external input, securing leadership buy-in, and adjusting communication to foster company-wide adoption.
Indicators of success include an increase in PCE team size, positive feedback from divisional representatives, improved client outcomes, and growing external recognition. Metrics are continuously leveraged to refine and enhance the strategy, ensuring sustained progress and impactful patient-centric outcomes.
Judges’ comments
Costello Medical Consulting put together a detailed context and provided a clear picture of their journey toward establishing a cohesive patient-centricity engagement strategy. The objectives are clearly defined and align with the overarching strategy of enhancing PCE within the organization.
