10 Pivotal Leader Roles:
Moving The Patient Experience
From Good To GREAT

By embracing 10 pivotal leader roles, you guarantee the patient experience front and center stage in your organization.

Premise:
As leader, YOU are the PRODUCER of memorable experiences of caring—experiences that are consistently and predictably impressive.

1. Be the change you want to create. Exemplify caring service.

2. Hire service-oriented people who are great communicators.

3. Regularly and proactively listen to the voices of patients and other customers.

4. Communicate your personal commitment to Service Excellence and Patient-Centered Care often and with passion.

5. Communicate clear, high expectations.... grounded in explicit standards.

6. Anticipate and handle employee resistance with sensitivity, respect and backbone.

7. Recognize great performance in a multitude of ways. Shine the light on star performance.

8. Build skills and coach to boost performance to an even higher level.

9. Hold people accountable for GREAT performance. Hold courageous conversations. Don’t be satisfied with “inoffensive.”

10. Maintain your focus. Don’t allow slippage and distraction. The patient experience must stay central.
    
    

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