Concern for the patient’s experience comes of age

“But What About Me?”, A Structural Redesign for Cascading Trust into an Integrated Culture of Care

In healthcare, patient experience (PX) and employee experience (EX) are often managed as separate priorities despite their interdependence. This article presents a case study from NYC Health + Hospitals/Community Care, a 250-person safety-net division providing home-based services across New York City. In response to frontline staff repeatedly asking, “But what about me?” when offered PX