1. Build a culture of shared accountability. Promoting a positive patient experience is dependent on an organization’s culture. During a recent Beryl Institute conference, leaders highlighted the importance of culture on the patient experience. In fact, certain studies back the claim that a culture of patient-centered achievement can help facilitate more efficient use of resources too.
Providers are responsible when it comes to making technologically informed decisions that helps drive enhanced patient access to care. Adopting an integrated call center, making better use of voice response technology and offering 24/7 web portal services are some ways to make things more convenient for patients.
And speaking of culture, consider reviewing a recent book entitled The Culture Cure: Transforming the Modern Healthcare System (2016) by Pamela Tripp. In it, Tripp discusses foundational principles for employee accountability around patient satisfaction (culture/work environment), financial responsibility and compliance all tied to the leadership and culture within an organization. She recommends an environmental assessment tool and the foundational principles for setting up the roots of a transformative organization.