Leading providers understand that the full patient journey includes many vital touchpoints before, between, and after patient-provider encounters. From scheduling, to billing, to prior authorizations, to readmission prevention, to chronic disease management, patients connect with the health system on critical topics outside the care environment. The patient experience inside the four walls of a hospital is important, but leaders recognize that the interactions beyond them have become strategic differentiators, and are launching initiatives and adopting new tools to improve them.
But without an internal culture centered on patient experience–and the technology and processes to enable it–even the most innovative programs and powerful tools can have limited impact at best.
Leaders can use this checklist as a guide to create their own framework.
Learn best practices for:
- Managing a cultural shift toward improved patient experience in your staff.
- Communication and management models for internal teams that reflect patient-focused values and tackle burnout.
- Tools for enabling and monitoring a culture of coaching and improvement.
- Operational considerations for removing organizational barriers to patient-centricity.
