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
In Return on Human Experience: Eight Principles to Inspire Excellence in Healthcare, Jason Wolf and Stacy Palmer of The Beryl Institute—a pioneer and leader of the experience movement for over a decade as a global community of professionals and experience champions committed to transforming human experience in healthcare—demonstrate that if organizations want to transform the experience they provide, achieve the results they aspire to, and realize a return on human experience, they must take an integrated approach.
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