Wendy Leebov's Guiding Principles:
Keys to Breakthroughs in the Patient Experience

You and Wendy Leebov and Associates share a compelling, challenging goal---
to achieve the exceptional patient experience consistently
for each and every patient
each and every time
every day and night
by every person
in every nook and cranny of our organizations.

Strategies and tactics that stem from these guiding principles have the power to propel us forward to achieve this important goal.

Guiding Principles

1. A focus on communication is pivotal. Caring is a given, but communicating caring is not. These days, dedicated employees and physicians are primarily task-oriented, dealing with heavy workloads and multiple responsibilities. In the fray, communication of caring may fall to the wayside. We need to help everyone on our teams to effectively communicate their caring for the sake of patients and families and for their own sake.
2. Patient-centered care is largely a matter of design: Awareness-raising is not enough. Moving from good to consistently GREAT caring every day and night for every patient and family, thoughtful design and a degree of standardization in communication are necessary.
3. GREAT service has more to do with how well we reduce people’s anxiety than they have to do with making people “happy”. Unlke hotels and Disney, patients are not glad to give us their business. They tend to be troubled, anxious and scared. People’s satisfaction is more a function of “the extent to which staff made an effort to ease my anxiety” than anything else. Anxiety prevention and reduction are pivotal in improving the patient experience.
4. Strategies that enhance the patient experience also enhance the employee experience. When the wonderful people in health care have the conditions, skills and support to make a difference to their patients and families, they feel less stressed and more gratified -- connected to their helping mission. Patient and staff satisfaction go hand in hand.

• Books and Toolkits filled with concrete how-to strategies
• Services built on these principles --- speeches, coaching,
  workshops and training programs, long-term strategies with demonstrated results.