Patient Experience

Is patient experience part of the “day job”?

Published 2 September 2019

Read the article and learn more about Patient Experience with our key speaker John Morrison. No matter where in the medical facility or business people work, whether in the back office or patient-facing roles, whether it be leading the organization or handling enquiries, there are a million and one other things to think about and many distractions requiring immediate attention. So where does the patient and their families fit in among all of these distractions?



John Morris
JXD Consultants, United Kingdom

Is doing things right doing the right thing?

As a patient, family or a customer, we expect the business to be thinking about us – to have policies that accommodate our needs and staff empowered to help us. There can, however, be a disconnection between doing the right thing and doing things right. When we as a patient or customer do get an exceptionally positive experience, it is often because a member of staff has “gone out of their way” to make something happen – “I shouldn’t really do this, but …” Making our circumstances more comfortable.

How is patient/customer experience put into the day job?

Should there be more procedures to cope with more and more variations? No, definitely not; more rules means more bureaucracy. What is needed is a top-down effort from the board or leadership team to provide more empowerment to their staff to build positive and trusting relationships with their patients, families and customers. After all, these people were hired to represent the business, so they should be allowed to do just that – and there are three steps to help them do just that.

Three steps to making the improvement

Putting more trust into an employee can seem like a big step; however, what is the alternative? It can be achieved by taking 3 smaller steps:

1. Engagement

Involve everyone in the organization in making the patient, family and customer happy. Invite them to add their views, comments, concerns and ideas into the mix.

2. Education

Invest in a proper ongoing education and development program for all employees from the top to the bottom of the organization and from front to back office, helping everyone understand the impact their actions has on patients and families, customers, etc.

3. Empowerment

Having engaged and educated the teams, now get the leadership to let go and let the employees deliver what they do best.

Setting the right “tone” from the top will ensure that the employees will see that treating the patient and family well matters. One person getting it right on one day is great, but great patient experience is about consistency, so it’s about keeping all the staff motivated to deliver the promised experience all the time.


3rd Annual
International Patient Experience Summit & Eminence Awards
11 - 12 Sep 2019 Dubai, UAE