Culture & Leadership

Building a System-Wide Experience Model

Patrick Ratchford, Vice President, Patient Experience, Carolinas HealthCare System, discusses four components of the ONE Experience Model demonstrating Carolinas commitment to Patients First Always _ including, informing and inspiring every person, every encounter, every time. Creating a consistent experience across multiple sites takes a lot of work, but by regularly connecting to purpose and the standard work outlined in the ONE Experience Model, organizations can have a framework to put patients first always.