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The Patient Experience Takes a Village

Posted by Kristin Baird on February 14th, 2017 • No Comments »

One of the things that will stop your patient experience efforts in its tracks is trying to do it alone. It takes a village. Really. When I coach patient experience professionals (PXPs), I often witness hardworking, passionate people who are burning the candle at both ends and not achieving desired results. The problem is, they’re trying to own the entire effort themselves. Big mistake.

In one situation, the PXP was trying to do all the training, round on every unit weekly, collect and analyze data, while single-handedly gathering and reporting stories of service excellence. Leading a successful patient experience journey doesn’t mean that you try to do everything yourself. The operative word is to lead.

The most successful patient experience cultures I’ve seen are those that engage people at multiple layers within the organization, to play a part. They help to set a clear vision of what the experience and the journey look like. They understand the mindset of their stakeholder and they learn how to engage the stakeholders in creating success.

When it comes to leading the journey; know where you’re going and don’t make the journey alone.

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Baird Consulting


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