Tags: trends, structure, obstacles, organizations, framework, accountability, support, success, roadblocks, staff, role, engagement, performance
Structuring the Patient Experience Effort: An Inquiry of Effective Practice
Jason A. Wolf, Ph.D.
Executive Director, The Beryl Institute
Doug Della Pietra
Director, Customer Services & Volunteers, Rochester General Hospital
Patient Experience Officer, Well Span Health
This paper explores how healthcare organizations are structuring their patient experience activities and the trends that may be contributing to positive results. It is meant to serve as a catalyst for ongoing sharing and dialogue about patient experience activities, representing the practices shared by over 70 healthcare organizations. The data can be used to guide the ongoing efforts to support and improve patient experience across the industry.
For more information, view the executive summary.