The Role of Organization Culture in a Positive Patient Experience
In this paper, Paul Spiegelman and Britt Berrett, authors of the book Patients Come Second, suggest many healthcare organizations have missed an important point; that the best way to improve the patient experience is to build better engagement with their employees who, then, will provide better service and healthcare to patients. The paper shares results of a Culture IQ test from over 400 healthcare respondents signaling that many organizations have ample opportunity to improve their overall cultural engagement scores. In examining the critical nature of culture as a driver for patient experience effectiveness, the authors reinforce that leadership is central to the ability to frame, explain and execute on this effort.
Related content
-
Culture & Leadership | Staff & Provider Engagement
Escalation Management: The Journey to Support a Culture of Mutual Respect
Addressing incivility and workplace violence is often challenging for healthcare organizations. Increasing concerns about a rise in incivility has the potential to diminish organizational trust and threaten safety and quality of care. This webinar will describe the development of escalation management training that supports colleagues in maintaining a culture of safety that preserves the caring
Learn more -
Culture & Leadership | Infrastructure & Governance | Quality & Clinical Excellence | Staff & Provider Engagement
Leader Rounding: A Proactive Approach to Improve Experience
The goal of leader rounding with patients is to understand their health care experience from their perspective by having personal conversations with them. Rounding with patients is an intentional and systematic process where leaders regularly check in with patients to build relationships, decrease anxiety, increase trust, verify consistency of care, and gain real time feedback.
Learn more -
Culture & Leadership
It’s More Than Just a Mattress: Multidisciplinary Process Improvement for the Disabled Patient Population
This case study sheds light on how small process changes can make a big difference in creating a positive patient experience without the need for added resources. Tampa General Hospital shares improvement techniques and the investigation methodology used by its multidisciplinary teams to influence an important process change impacting disabled patients.
Learn more