Personalize to Motivate ◾ 19
e following are key steps to motivating:
◾ Walk your patients’ experience to understand the emotional experience, the
subtle clues, the little things, and the psychological journey your patients have.
◾ Use informal methods of motivation to tap into employees’ intrinsic reward
systems.
◾ Do as much as you can to make Patient Experience excellence a formal objec-
tive, whether through incorporating it in personal objectives, the formal
reward system, or the ocial hospital strategy. is will allow you to pull out
your hammer on the potentially rare occasions when you need to.
◾ Motivate across the organization, not just customer-facing sta.
© 2013 by Taylor & Francis Group, LLC