Hospitals and healthcare organizations are keeping their fingers crossed that the significant investments they've made in patient experience initiatives will have the trickle-down effect of improving market share, HCAHPS scores, and clinical outcomes.
The organizations that have fully committed to improving patient experience share the common belief that developing a patient-centered culture is key. They know cosmetic adjustments such as new paint and/or more smiles are not the answer, but those things can be the beginning of getting employees to "live the mission" of a hospital, believing that the patient is at the center of everything they do.
Increasingly, hospitals seem to be catching on to the need for a fully supportive culture. In the HealthLeaders Media Intelligence Report, Patient Experience Beyond HCAHPS: Care Coordination and Cultural Transformation Intelligence Report, nearly 40% of survey respondents said that their organizations planned to pursue a cultural transformation related to improving patient experience over the next three years.
If this describes your organization, buckle up, because it is not easy. Changing the culture of a hospital is very difficult; however, when it is done right, the results are rewarding.