Transforming Leadership, Improving the Patient Experience

Chapter 10Conclusion: Leadership Practices to Improve the Patient Experience

DOI: 10.4324/9781003431077-10

This book began by highlighting a disconnect between how well healthcare leaders believe their organizations perform relative to the patient experience and what their patients report in surveys. We also sought to explain why this gap occurs and create a framework to help leaders narrow it. We have explored how the highest levels of leadership – including governance, senior management, and nursing executives – must assemble priorities within a highly layered landscape of stakeholder agendas with overlapping or even competing values.

The purpose of this final chapter is to demonstrate how the overlap component can prevail and most importantly, ...