CHAPTER11

Transforming Experience

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Rachel Biblow and Martin Wright

All too often, healthcare organizations regard improvements to safety, quality, patient experience, and employee engagement as separate and distinct efforts. As organizations more broadly define “patient experience” to include all of these elements, they must develop strategies for transforming care delivery and creating engaging cultures. By endeavoring to offer the best experiences for our patients, we build engagement by reconnecting caregivers with why they got into healthcare in the first place: to care for others.

CENTRAL GENERAL HEALTH HOSPITAL (not its real name) awoke ...

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