Patient Experience Panel: Whose Job Is It, Anyway?

December 2009
HealthLeaders Magazine;Dec2009, Vol. 12 Issue 12, p15
The article focuses on patient experience, which is fast becoming a strategic priority in hospitals and health systems in the U.S. Thomas Wright of Delnor Community Hospital in Geneva, Illinois believes that the responsibility for patient experience begins from the top of the organization, which would serve as an example for his subordinates. Sharp HealthCare vice-president of customer strategy Sonia Rhodes added that hospitals must also create a structure that supports the patient experience efforts so that the staff may know how they fit in it.


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