After more than 20 years working as a physician and then an advisor to healthcare leaders and organizations across the country, it’s rewarding to see an ever-increasing focus on the patient experience. Finally, humanizing healthcare is no longer considered the “soft stuff.”
Though cynics may argue that this renewed sense of responsibility is due to top-line financial penalties tied to patient satisfaction, I disagree. The enlightened hospitals and health systems with whom we collaborate are not just chasing scores. They are driven by passion and purpose to deliver high-quality care in a way that makes a difference in the lives of the patients, families and communities they serve.