Experts Agree: Leadership, Engagement and Culture Are Key to Sustaining Excellent Patient Experiences

CHAMPS Patient Experience's most recent blog post, Experts Agree: Leadership, Engagement and Culture are Key to Sustaining Excellent Patient Experiences, is the first in a series to respond to the remaining questions from our online patient experience forum which are related to enhancing the patient experience in our organizations.

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Panelists from our online patient experience forum: Jason Wolf, Wendy Leebov and Carol Santalucia.

Cleveland, OH (PRWEB) May 02, 2014

CHAMPS Patient Experience's most recent blog post, Experts Agree: Leadership, Engagement and Culture are Key to Sustaining Excellent Patient Experiences, is the first in a series to respond to the remaining questions from our online patient experience forum which are related to enhancing the patient experience in our organizations.

The first question being asked to the panelists is: "What is the biggest contributor to sustaining excellent patient experiences?"

Response from Wendy Leebov:

  • The biggest contributors to sustaining excellent patient experiences are culture, driven by senior leadership’s FOCUS, employee and physician engagement, clear expectations and accountability.

Response from Carol Santalucia:

  • I agree! I would add that the culture must be driven by leaders who lead with strength and empathy. We must encourage engaged employees who are supported to “live” the organization’s mission, values and service standards. And we need mechanisms that involve patients and families in decisions that affect the delivery of care and service. Ultimately, the culture has to support everyone to own the patient experience.

Response from Jason Wolf:

  • My research on high-performing healthcare organizations has reinforced there is not just one contributor to sustaining excellent patient experiences, but rather a balancing need among three critical elements including leadership at all levels, engagement of people throughout the experience continuum and a foundational culture, that is clear on purpose, but remains agile to the changing environment in which healthcare operates. Aligning leadership, people and culture lies at the roots of any successful experience effort. At the end of the day, we are simple, yet powerful human beings caring for human beings - we must approach this effort with that in mind.

The blog ends by asking readers if they agree with Wendy, Carol and Jason’s responses to the question, “What is the biggest contributor to sustaining excellent patient experiences?”

To learn more about the CHAMPS Patient Experience blog, PX Perspective, visit http://www.pxperspective.com.

In partnership with Santalucia Group, CHAMPS Patient Experience offers a variety of services to enhance the patient experience. Led by Carol Santalucia, a recognized leader in patient experience with more than 30 years of expertise, CHAMPS offers outcomes-based services designed to create an optimal patient experience. We believe providing an optimal patient experience not only makes sense intuitively but also leads to improved healthcare outcomes, increased patient loyalty and an enhanced financial position for our clients. To learn more about us and our services, visit http://www.champspatientexperience.com.