Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes

Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience into daily operations. To address this, OSF developed a step-by-step approach that enabled leaders to naturally incorporate patient experience best practices into their work. Monthly plans spelled out everything leaders needed to know to be successful, from purpose and role definitions to accountability measures. The easily implemented monthly plans were expanded to 16 hospitals across the system, empowering leaders to elevate the human experience for every patient at OSF.