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Revving Patient Experience May Require a Cultural Transformation

Jacqueline Fellows, for HealthLeaders Media, October 30, 2013

Healthcare organizations that have fully committed to improving patient experience share the common belief that developing a patient-centered culture is key to their success.

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.

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2 comments on "Revving Patient Experience May Require a Cultural Transformation"


Kristin Baird (10/31/2013 at 5:34 PM)
Thanks Jacqueline for once again, putting the importance of culture in front of your readers. Without dedicated effort at improving the culture with concrete metrics, all the tactics in the world won't stick. Leaders who see the value in this are miles ahead of their peers in the race to improve patient satisfaction scores. Hats off to Covenant for having the foresight to move past smile lessons and engage in the real work.

Todd (10/30/2013 at 4:21 PM)
If you want to see an organization fully committed to patient experience, US hospital executes would well served to look at Ramsay Sime Darby in Malaysia as a benchmark. Check out one patient's blog as an example: http://kevinsnewknee.wordpress.com/