The patient experience family is growing--and it should

by Jason A. Wolf I remain inspired by what I shared in a blog post earlier this year, that there is a clear and growing movement for patient experience improvement. While I have been fortunate to be an active participant in what I deem a noble endeavor, it is important that we are mindful of the opportunities and pitfalls that come along with this type of systemic change. Simply stated, and perhaps related to the recent adventure of becoming a new father, my metaphor here is that our patient experience family is growing and that says great things about the future of the movement. The latest research on the state of patient experience revealed some very telling trends. In asking patient experience leaders what they saw as the key drivers and roadblocks to success, a clear message emerged. While healthcare organizations see experience as a top priority there are still issues to be resolved. Much of this remains in the domain of leadership at all organizational levels. The data show and the trends support the idea that a movement is afoot. A top challenge in 2011, cultural resistance to change still remains a key issue. It is joined by two items that show while leaders recognize the importance of patient experience the associated actions still need to catch up. The top two roadblocks include those assigned the patient experience leader role are pulled in too many directions and patient experience efforts are diluted by other organizational priorities. From this, it is ...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs