While they may not engage directly with patients on a day-to-day basis, healthcare leaders can do a lot to improve the patient experience.
Many patients never personally encounter an executive or mid-level leader while visiting a healthcare organization. But leadership commitment to improving the patient experience—particularly by C-suite executives and clinical leaders—is cited by most experts as crucial to improving HCACPS scores. The research is scant on what specific leadership strategies contribute to higher patient experience scores. But those in the trenches highlight a number of approaches that are working for them.