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Marketing Leaders Should Grab the Patient Experience Wheel
Though improving the patient experience is a higher strategic priority, a lack of accountability often challenges advancement.
Marianne, I couldn't agree more that in order to raise the bar on the patient experience there needs to be a service champion. Marketers are often pigeon-holed as the story spinners and brochure people. There needs to be a strong connection between the brand promise and the patient experience. The challenge is that marketing leaders don't have the influence on the front lines of operations. Even when the marketing leaders serve as the patient experience champions, there needs to be solid support from the clinical and operations side. That's the only way to get traction ghat is sustainable.