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Guiding Principles for Patient Experience Excellence

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Description

This paper shares eight guiding principles, reflects on why they are critical components of successful patient experience efforts and offers examples of each principle in action. These principles offer strategic actions and tangible points of focus organizations can apply to drive efforts forward:

  • Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy
  • Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises
  • Develop a formal definition for what experience is to their organization
  • Implement a defined process for continuous patient and family input and engagement
  • Engage all voices in driving comprehensive, systemic and lasting solutions
  • Look beyond clinical experience of care to all interactions and touch points
  • Focus on alignment across all segments of the continuum and the spaces in between
  • Encompass both a focus on healing and a commitment to well-being

Exploring the actions of successful organizations and the lessons learned from those striving for excellence, this paper represents foundational building blocks to organization effectiveness and a means to achieving sustained outcomes.

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