Celebrating with the fantastic team from Westchester Medical Center following their “Two-Day Cultural Blueprint Workshop”
The Real Secret To Improving Patient Experience
About 80% of hospital executives say improving patient experience is a top priority. And yet, many focus on the latest programs or initiatives that may produce short-term boosts in HCAHPS but they don’t last very long.
The real secret to becoming a world-class organization is to create a culture of intention where every employee, from the front lines to the back offices, is aligned toward the same goals and can say with assurance this is how we do things here.
An Organizational Culture Transformation
It’s more than just telling employees to be nicer to patients and to each other. By involving every team member, across all lines of the patient experience, and making them the architects responsible for developing a new organizational culture, they’ve not only created it, they own it. This authorship and ownership leads to mutual accountability, which means your team will police it every day at all levels … even when you’re not around.