Over the years, my team of consultants and I have coached countless patient experience champions. I can’t tell you how many times we’ve walked into situations where people are scrambling to implement this tactic or that because they read some article or heard a speaker describe their success. I’ve come to call these the “tactic du jour,” because by definition, they enjoy short-lived popularity. Similar to the flavor of the month label, the tactic du jour applies more to a specific tactic whereas the flavor of the month might encompass an entire program.
The problem with the tactic du jour approach is that without clear direction, specific measures and time to really nail it, the tactic is attempted, flounders, and then abandoned as a failure. It’s important to carefully select the tactics you want to stick, build buy in, and roll it out with intent. When you see evidence that it is sticking, keep at it, measure your success, talk about it, and then move on to add (not replace) another.
Patient experience professionals charged with leading the journey in their organizations must be selective about how they roll out various initiatives. After all, their reputation is at stake.
My team and I have had some lively discussions about this approach and have identified how the most successful PX leaders have mastered the art and science involved in leading the journey. We’ve identified 7 Habits of Highly Successful PXPs (Patient Experience Professionals) and will be sharing them in a webinar. Join us on August 3rd to find out what we’ve learned. I hope to “see” you there.