The Role of Organization Culture in a Positive Patient Experience

In this paper, Paul Spiegelman and Britt Berrett, authors of the book Patients Come Second, suggest many healthcare organizations have missed an important point; that the best way to improve the patient experience is to build better engagement with their employees who, then, will provide better service and healthcare to patients. The paper shares results of a Culture IQ test from over 400 healthcare respondents signaling that many organizations have ample opportunity to improve their overall cultural engagement scores. In examining the critical nature of culture as a driver for patient experience effectiveness, the authors reinforce that leadership is central to the ability to frame, explain and execute on this effort.