Guiding Principles for Experience Excellence
The Guiding Principles for Experience Excellence are eight actions foundational to a comprehensive experience strategy. Organizations focused on achieving experience excellence will commit to these fundamental building blocks.
When and how to use the Guiding Principles
The Guiding Principles are useful in laying the groundwork as you get started on an experience effort or as you reassess/reset the foundation on which your experience strategy is built. In getting started:
- Review with and align leadership around a commitment to the eight principles
- Determine priority areas of focus for your organization
- Use the self-assessment to identify and build shared consensus on the fundamental issues that will support your organization’s ability to drive experience success
Assess Your Organization
Develop a formal definition of experience that is understood and shared by all
Identify and support accountable leadership with committed time and focused intent to shape, guide and execute experience strategy
Establish and reinforce a strong, vibrant, and positive organizational culture.
Understand and act on the needs and vulnerabilities of the healthcare workforce
Implement a defined process for formal, intentional, and continuous partnerships with patients, families, and care providers
Acknowledge the healthcare experience reaches beyond clinical interactions to all touchpoints across the continuum of care
Ensure an active commitment to health equity and access to care
Expand focus on health outcomes beyond treating illness to addressing the health and well-being of communities