March Madness is over and I couldn’t be more ecstatic over the University of Florida Gators being crowned the National Championship for the third time in their history. I was at UF for the Back-2-Back Championships in 2006 & 2007. I must have had basketball on the brain while attending this year’s Elevate PX conference by The Beryl Institute as I found myself reflecting on the importance of role players on winning teams.
Recently, I heard an analogy that related basketball performance to regression models in analytics. I’ll spare you the nerdy details, but the methodology presented aimed to identify the key driving variables that significantly influence outcomes by focusing on a powerful few variables rather than every possible factor. If instead of using 20 variables that explain 90% of performance, if you could instead use 2 or 3 variables that are able to explain 85% of performance, that would have some benefit in analytic speed and processing. The presenter explained that this concept mirrors the construction of a championship basketball team: you don’t need all 12 players to be superstars. If you have just two or three exceptional players, you will win most games. The remaining 8-10 players do not really need to be that good, he claimed.
This perspective led me to consider the realm of patient experience in healthcare.
In healthcare, the spotlight often shines on the “stars”, for many, these are the doctors and nurses who are central to patient care. However, there are many unsung heroes, as well.
The Matthew Dellavedova Analogy
Consider Matthew Dellavedova during the 2015 NBA Finals. While not the marquee player like LeBron James or Kyrie Irving, Dellavedova’s contributions were instrumental. Tasked with guarding the league MVP, Stephen Curry, Dellavedova’s relentless defense and tenacity disrupted the Warriors’ once in a generation offense. His hustle and determination exemplified how a role player could elevate the team’s performance.
While most players are evaluated by stats like points and rebounds, there are a different set of statistics to appreciate the contributions of role players. Two in particular are referred to as “hustle statistics”, measures that show how much a player is impacting the players around them. Important efforts that don’t have a direct influence on the scoreboard, like setting picks and running down loose balls, the plays that coaches love and only the grittiest players enjoy.
Interestingly, both of these statistics are more widely used in hockey than basketball, but some teams, like the 2015 Cavs, have started to incorporate them as part of their “Moneyball” type analytics on team performance. The double assist is when a player makes a pass that leads to an assist (a pass leading to a score). To contribute a double assist, a player has to be unselfish and believe in team victory over personal achievements. Another important hustle statistic is the plus/minus which measures the point differential when a player is on the court versus when they’re not. A positive plus/minus indicates the team performs better with that player in the game, highlighting the impact of players who may not fill the stat sheet but contribute significantly to team success.
Each of these metrics and concepts parallels the efforts of patient experience professionals who implement systems and processes that enable frontline healthcare workers to deliver superior care. Their behind-the-scenes work creates an environment where clinicians can excel, directly impacting patient perceptions and outcomes.
Identifying Healthcare’s Culture Players
Translating this to healthcare, patient experience professionals are akin to these invaluable role players. The patient advocates, volunteer administrators, and patient experience professionals each play pivotal roles in ensuring the system functions optimally. They may not perform surgeries or prescribe medications, but they ensure the healthcare environment is patient-centered, fostering trust and communication between patients and providers. And, all of this emphasis on patient experience has been linked to increased patient satisfaction, improved safety, and better health outcomes.
Elevating the Team
At the Elevate PX conference, I witnessed a community dedicated to enhancing patient experience, not seeking the limelight but dedicated to ensuring the healthcare system operates seamlessly. These professionals are the glue that holds the team together, reminding the stars of their purpose and aligning efforts to prioritize patient-centered care.
In healthcare, achieving excellence isn’t solely about clinical expertise; it’s about fostering connections, building trust, and ensuring every patient feels valued and heard. Recognizing and supporting these culture players is essential for a truly effective healthcare team.
By acknowledging the contributions of patient experience professionals, we can appreciate the collaborative effort required to deliver exceptional care, much like a basketball team relies on both its stars and role players to secure victories.
References
- Cleveland Magazine. (2016). Most Interesting People: Matthew Dellavedova. Retrieved from https://clevelandmagazine.com/in-the-cle/most-interesting-people-2016-matthew-dellavedova
- Jr. NBA. (n.d.). What is Plus/Minus in Basketball? Retrieved from https://jr.nba.com/plusminus
- Lehrman W, Silvera G, Wolf JA. The patient experience movement moment. Patient Experience Journal. 2014; 1(2):9-11. doi: 10.35680/2372-0247.1047.
Geoffrey Silvera, PhD MHA 