Building the Ultimate Patient Experience Strategy: Lessons from an Iconic Burger

By Lanie L. Dixon and Cassie Voltzke

When you think of an iconic burger, what stands out? The unique toppings—melty cheeses, tangy spreads, crisp vegetables, or bold condiments—make it memorable. Yet, the heart of any great burger lies in its fundamentals: the bun and the meat. Without these foundational elements, the toppings wouldn’t have anything to hold them together.   

Crafting a great patient experience strategy is surprisingly similar to building a perfect burger. While the flair of unique organizational attributes makes each approach distinct, the foundation—its “bun and meat”—must be solid for the strategy to work. At Essentia Health, this foundation is built on three core elements: Methodology, Achievement, and Culture (the Big M.A.C.), forming the structure on which everything else rests.   

The Temptation of Toppings   

In patient experience strategy, it’s easy to focus on the enticing “toppings”—data, metrics, targets, and outcomes. These are the visible elements that often grab attention and drive action. However, just as a burger with incredible toppings but no bun or meat would fall apart, a strategy that lacks a solid foundation will inevitably falter.   

The Bread and Meat of Strategy   

The true strength of any patient experience strategy lies in its structural elements, much like the buns and meat of a burger. The bun provides stability, holding everything together, while the meat (or meat substitute, for vegetarians) delivers substance. At Essentia Health, this foundation takes the form of a deliberate and structured approach centered around:   

1. Methodology: Employing a robust, evidence-based framework ensures consistency and reliability across initiatives. Continuous improvement practices—such as Lean methodologies and Six Sigma—form the foundation of strategic execution.   

1. Achievement: Setting clear, attainable goals reinforces progress and builds confidence within teams. These achievements act as milestones, creating a roadmap for ongoing success. 

1. Culture: Perhaps the most vital component, culture influences how teams interact, innovate, and stay motivated. A culture rooted in empathy, teamwork, and a shared mission to enhance patient care unites the organization.   

Building the Big M.A.C.   

Over the past five years, Essentia Health has developed an innovative approach to patient experience strategy by integrating continuous improvement goals with thoughtful culture-building initiatives and performance metrics. This Big M.A.C. approach has proven to be a powerful way to align operational efficiency with a human-centered focus.   

By consciously layering these foundational elements, Essentia has created a strategy that is adaptable yet firmly grounded. Continuous improvement ensures that every process—from service recovery to communication—undergoes regular refinement. Culture-building tactics, such as recognizing employees who embody patient-centered care, create an environment where team members feel valued and empowered. Meanwhile, performance metrics ensure accountability and provide insights to guide decision-making.   

The Secret Sauce: Uniqueness   

No two burgers are alike, and the same goes for patient experience strategies. While the foundation is universal, the “toppings” reflect the unique character of an organization. For Essentia Health, this means leveraging its distinct strengths—regional identity, community ties, and commitment to innovation—to create a strategy that resonates with both patients and staff.   

The Takeaway   

Much like the perfect burger, a great patient experience strategy requires the right balance of fundamentals and flair. By prioritizing foundational elements like Methodology, Achievement, and Culture, organizations can create a strategy that is not only effective but also sustainable. 

And just like that iconic burger, when the foundational elements are in place, the results are unforgettable. 

About the Authors
Lanie L. Dixon, MBA, CPXP, FACHE
Lanie has excelled in roles as a patient experience leader, project manager, consultant, management engineer and process improvement professional throughout her career. She is highly knowledgeable in improving Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) performance and Lean methodologies including Six Sigma and 5S and clinical process improvement. Lanie currently serves as Vice President of Patient Experience for Essentia Health where she is responsible for the leadership, direction, strategic development, implementation, and sustainment of programs and processes to address and improve patient experience, service recovery, and loyalty.

Cassie Voltzke, OTR/L, CPXP
Cassie has always had a passion for building interdisciplinary teams to  improve patient-centered care, especially in rural healthcare. As a traveling Occupational Therapist, she helped several small rehabilitation facilities band together to share best practices and develop efficient care for the communities they served. Cassie currently serves as a Transformation Partner on Essentia Health’s Patient Experience team, focused on living out Essentia Health’s values through service to our patients, communities, and colleagues.