Engaging Physicians in the Patient/Provider Experience

Daniel Arguello, Emergency Medicine Physician, Banner Health
Diane Rogers, Healthcare Organizational Change Consultant, Contagious Change LLC

Improving the patient experience is everyone else’s problem! That was the loud theme voiced by three physician groups providing service at a large healthcare system. Providers cited long wait times, process inefficiencies, and poor staff attitudes for driving poor satisfaction scores. They also believed that they had no ability or ownership in leading a patient experience initiative. Highlighting a series of suggestions and workshops, this case study focuses on how improving the provider experience led to enlightened attitudes, intrinsic behavior changes, and realizations that the providers could positively influence an encounter with the patient and the staff and improve patient experience scores.