With the healthcare industry’s increasing focus on aligning culture for payments based on value, it’s natural that patient experience management has recently burgeoned into an independent discipline. High-profile executive roles and entire departments are now frequently devoted to improving the patient experience, allowing the organizations that can afford these investments to make impressive headway via centralized, well-coordinated improvement processes.
At these organizations, formal responsibility for improving patients’ experiences, as measured by CAHPS surveys and other patient experience surveys, often rests principally on the patient experience leader’s shoulders. But whereas the line of accountability for positive change is clear, these leaders cannot and do not act alone in building a care experience that exceeds expectations. From their first days on the job, successful patient experience leaders are building key relationships, earning trust, generating buy-in, and directly engaging other leaders and departments in the organization’s latest improvement initiatives.
Of the departments who work in concert with patient experience executives to drive improvement, one of the most important – and too-often overlooked – is the HR department. If your own patient experience initiatives have not yet benefitted from close collaboration with HR leadership, this article shares three important reasons why you must get your HR team involved today.