The study included feedback from more than 790 hospital executives. Along with strong top-down support, respondents also cited the following drivers for success: clinical managers who visibly support patient experience efforts, formalized process review and improvements, ongoing internal communications push and effective new employee orientation.
Topping the list of roadblocks to implementing change was general cultural resistance to doing things differently, followed closely by leaders being pulled in too many directions and other organizational priorities reducing emphasis on patient experience.
Read the Beryl Institute’s news release on its patient experience benchmarking survey (pdf).
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