Framing the Patient Experience as a Clinical Initiative

Judy Taylor, RN, MSN, Director of Clinical Services, Elks Rehab Hospital

Cultural shift is maximized when the desired change closely matches the value systems of the people involved. Clinician’s strongest values relate to curing disease, promoting health and keeping people safe. For this reason, Elks Rehab Hospital chose to frame their patient experience efforts as a clinical initiative focused on promoting healing. This session will share how rather than asking clinicians to focus on what feels like a forced and artificial service excellence effort, they were invited to help create an optimal healing environment as conceptualized by the Samueli Institute.