Most of the patient experience professionals (PXPs) out there do not have direct reporting relationships with nurses, registration staff, lab techs or virtually any one in the patient-facing roles. That’s why they must become experts in leveraging key stakeholder relations.
As we do our consulting work around the country, my team and I are finding PXPs to be frustrated at how difficult it is to gain traction with even some of the most simple changes. Some of the core competencies a PXP must have includes:
- Knowing your stakeholders
- Communicating effectively to gain buy in and support
- Having a compelling vision that engages others
- Having a clear plan of action that involves and engages stakeholders at all levels.
Without this skill set, you may find yourself becoming a taskmaster who is chasing after scores and struggling to implement tactic after tactic.
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