Patient experience is not a solo sport. If you feel alone in developing a dynamic patient experience strategy, take a deep breath and pay attention to these helpful reminders.
Editor’s Note: If you’re working in rural health and are landlocked, you may laugh at this question below about surfing and ask yourself, “When do I have time to surf or go on vacation?” We feel you, and we’ve been there – just hang with us for a minute – this metaphor applies in more ways than one.
Do you like to surf or watch surfing? Or have you ever surfed?
When you’re out there in the middle of the ocean, on your stomach, feeling the water and waiting for the perfect wave to come – you feel alive. You feel strong. But maybe you also feel… a little… alone? Which, for some of us, is heaven on earth. (Introverts – we see you.) And even when there’s usually a community of surfers out there doing the exact same thing as you at the exact same time, everyone is riding solo.
When it comes to the world of patient experience, it sadly feels kind of similar.
And we say sadly because PX is not supposed to be a solo sport. It’s not about catching the wave alone; but about riding the tide of collaboration.
We’ve seen new leaders dive headfirst, eager to prove themselves – but end up paddling and paddling and never getting up on a wave.
The true champions of PX take a different approach. They immerse themselves in the voice of the patient before crafting a purposeful strategy. They soak up knowledge, observe, and build relationships with patients and their colleagues. And by colleagues, we mean everyone from the front reception/admitting to environmental services staff, and their clinic managers and CFO. They actively listen, ask the right questions, and show genuine interest in others’ needs. They know it’s about understanding the pulse of every corner of your organization – from executives’ insights to the front-line realities.
So grab your surfboard and ride those waves of collaboration. None of us should be doing this thing alone.
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