12-Week Rollout
Implementation Plan
A structured 12-week implementation timeline to transform patient experience across all OPD touchpoints.
Phase 1: Preparation & Procurement
Weeks 1-3 PX Director, Procurement, IT
Phase 1
Finalize budget allocation and get management approval
Procure comfort amenities (diffusers, tea station, blankets)
Select and contract Queue Management System vendor
Design and order new PX team uniforms with logo
Prepare training materials and pocket cards
Milestone
All materials procured and vendor selected
Phase 2: Training & Orientation
Weeks 4-6 PX Champions, HR, Department Heads
Phase 2
Conduct hospital-wide AIDET communication training
Train staff on H.E.A.R.T. service recovery model
Orient staff on new queue management system
Distribute and practice department-specific scripts
Launch 'Comfort Talk with Cup of Coffee' daily focus groups
Milestone
All frontline staff trained and certified
Phase 3: Soft Launch (Pilot)
Weeks 7-8 PX Team, Pilot Department Staff
Phase 3
Implement program in General Reception and Lab (high-traffic areas)
Activate comfort amenities and sensory enhancements in pilot areas
Begin daily PX rounding and observation reports
Gather patient feedback through quick surveys
Refine scripts and processes based on feedback
Milestone
Pilot areas operational with positive feedback
Phase 4: Full Rollout
Weeks 9-11 All Staff, PX Champions
Phase 4
Expand program to all OPD areas simultaneously
Activate queue management system hospital-wide
Launch WOW patient stories weekly sharing program
Implement appreciation/recognition system for staff
Begin wayfinding signage updates
Milestone
Program active in all departments
Phase 5: Evaluation & Optimization
Week 12 & Ongoing PX Director, Quality Assurance
Phase 5
Monitor KPIs (wait times, satisfaction scores, complaint rates)
Conduct patient focus groups for qualitative feedback
Recognize and reward outstanding staff performance
Publish PX Dashboard on Power BI for management
Quarterly program review and continuous improvement
Milestone
Measurable improvement in PX scores
12-Week Overview
W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
Phase 1
Weeks 1-3
Phase 2
Weeks 4-6
Phase 3
Weeks 7-8
Phase 4
Weeks 9-11
Phase 5
Week 12 & Ongoing