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Leadership and Sustaining Patient Experience Performance

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Leadership and Sustaining Patient Experience Performance

Adapted from the published dissertation: Healthcare Leaders Who Influence the Sustainability of High Patient Satisfaction Scores

Tami Lewis, PhD
Director, Service Excellence
University Hospitals Portage Medical Center
Patient Experience Scholar
The Beryl Institute

This paper explores the impact healthcare leadership has on patient experience improvement. Through a study conducted by Tami Lewis, PhD, one of The Beryl Institute's Patient Experience Scholars, the paper provides data based on exemplary healthcare leaders who contributed to and influenced the sustainability of high patient satisfaction scores.

In addition to giving implications for action when developing and sustaining high patient satisfaction scores, the study represents the voice of healthcare leaders across a range of units such as orthopedics, environmental services, obstetrics, medical/surgical and telemetry. The paper presents four central themes on sustaining high patient satisfaction:

  • Patient and Employee Communication
  • Leadership Effectiveness and Engagement with Employees
  • Leadership Influence to Educate and Motivate Staff
  • Trait Leadership

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