Last week, I had the pleasure of spending a few days with fellow patient experience leaders at The Beryl Institute Conference in Denver. During my time there, I asked attendees to tell me what they wished their CEOs knew about leading the patient experience. After reviewing nearly 200 responses, I identified a few significant themes. The most pervasive theme is that PXPs would like their CEOs to be more realistic about the speed of patient experience and culture change. In other words; be patient with the patient experience.
I wasn’t surprised to find this theme in the responses. In my consulting work, I’ve witnessed a common expectation among senior leaders that, once they appoint someone to lead the patient experience, they expect rapid improvement in scores. The reality is that it takes time. The patient experience is a reflection of the culture. We have to remember that the culture wasn’t formed in one month, nor will it change significantly in a month.
The reality is that the senior leaders need to form more realistic expectations and Patient Experience Professionals (PXPs) need to carefully manage these expectations. Neither one is wrong, they just need to come together in their expectations.
On Tuesday, April 11th I will be conducting a webinar through The Beryl Institute; What Every CEO Should Know About Leading the Patient Experience. Join me to find out what chasms exist and how to bridge the expectation gaps that exist between the C-Suite and the PXP.