Improving the Patient Experience – 6 Leadership Keys to Success


Leadership is crucial to inspiring, instilling, and facilitating change. Success requires a Leader who understands and acts with integrity and intelligence in response to the dynamics surrounding the patient experience. Any action for improvement begins with honest reflection.

Ask yourself three questions:

1. What is the patient experience at my facility?
2. What would make the patient experience better?
3. What is stopping me from making that happen?

Leadership informs culture. Frances Hesselbein, President and CEO of the Leader to Leader Institute, said, “Culture does not change because we desire to change it. Culture changes when the organization is transformed; the culture reflects the realities of people working together every day.” The realities of a work environment are influenced by Leadership.


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