First few Article Sentences
Since the CMS announcement of Pay-For-Performance, Patient Experience has become a focus of our nation’s hospitals. This push to improve patient experience germinated at the national level, but it is only at the local level that actions can make a difference.
At first blush it may seem that “the local level” means every healthcare professional who encounters a patient during his/her hospital journey. If that’s true, then the only way to improve patient experience is through the performance and behavior of the front line staff. Each healthcare professional must perform and behave in a way that ensures positive experience. But is it true?