Do our actions always match aspirations in improving patient experience?
Is improving patient experience a priority in your organization? Virtually all leaders in health care I talk with answer with a resounding “yes.” But this question also prompts reflection. How much of a priority is improving patient experience? Does our stated philosophy drive our everyday practice, especially in what we reward … and what we penalize? First, we need to acknowledge and celebrate the fact that the vast majority of dedicated healthcare professionals provide exceptional, compassionate experiences for patients and families every minute of every day. Especially in light of the COVID-19 crisis, their dedication and bravery cannot be overstated. Unfortunately, there are a small number of caregivers who fall short, either unknowingly or intentionally. Patients remember these lapses in compassion vividly and they talk