A Systematic Approach: The Path to an Exceptional Patient Experience

摘要

LIKE WOLF AND GULER, the authors of this issue's feature articles, I include the patient experience on a short list of important indicators of performance—along with clinical outcomes, an engaged workforce (including the medical staff), and sustained financial performance. My comments here focus on the reasons some healthcare organizations have cracked the code to providing a better patient experience-and why others, despite working on the problem, do not have much to show for it. The path I recommend to greater and more sustainable results comes with the challenge that it is not a quick fix. This fact limits the odds of success right from the start because healthcare leaders are busy people, burdened by overflowing plates and frequent interruptions.