News Headlines Article

Patient Experience: Old School Approach May Be Best
Health Leaders Media

“Real change begins to happen when physicians, nurses, and staff hear the voice of the customer, the voice of the patient.” “It’s really about cultural change and maintaining that, which is probably twice as hard as getting to cultural change.” “Patient experience is not a campaign. It’s an actual, critical part of culture.” “If anything makes physicians act, it’s not being the best, and wanting to be.”

Those comments were part of a six-sentence paragraph described by a patient during a telephone survey after a three-week hospital stay in October 2012. It’s something no hospital wants to believe is happening, but the reality is that scenes like the one above play out in patients’ hospital rooms across the country.