In this month’s sixth and final article of her series, Jane Braithwaite brings together everything we have covered to date and examines how to ensure a continued focus on improving patient experience into the long term.
To deliver a great patient experience, you need to deliver excellence consistently. Every single encounter with your patient makes a difference.
To set the scene, I would like to use the words of the great rock musician Bruce Springsteen: ‘Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought or purpose and of action over a long period of time.’
This quote obviously relates to producing music and performing, but his emphasis on ‘consistency of thought or purpose and of action over a long period of time’ is equally true for your focus on your patients.
There is plenty of evidence that a long-term sustained focus on any area leads to improvement and that is what you are aiming to achieve in your own practice, clinic or hospital.
In your work with patient experience, you started by defining your patient experience strategy, setting out your vision, which forms your guiding map of what you want your practice to be and setting your objectives to achieve in order to have this vision.
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