CHAPTER 23
FROM PATIENT EXPERIENCE TO HUMAN EXPERIENCE
In exploring training and development in healthcare, some might ask, “Why address the patient experience?” It is important that we challenge this question and use the opportunity to reinforce the critical role training and development plays. As this chapter will suggest, achieving patient experience success is not simply about ensuring people have the right knowledge or skills, rather it comes from acknowledging the strategic role experience plays for all healthcare organizations in building loyalty and ensuring the best in quality and safe outcomes. Therefore, training and development must champion this strategic view for it to have the greatest impact overall.
In this chapter, ...
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