Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders

Many healthcare organizations are creating new leadership roles to add subject matter expertise and structure to their patient experience improvement efforts. The patient experience field is emerging, however, so there are many questions about this role’s function and how best to structure it in th...

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Autor principal:	Denise Kennedy
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2015
Materias:	patient experience leadership patient experience improvement healthcare service quality healthcare consulting Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/3fcf6a8a2ab844d29edf55d944c8adee
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spelling	oai:doaj.org-article:3fcf6a8a2ab844d29edf55d944c8adee2021-11-15T03:55:59ZCreating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders2372-0247https://doaj.org/article/3fcf6a8a2ab844d29edf55d944c8adee2015-04-01T00:00:00Zhttps://pxjournal.org/journal/vol2/iss1/21https://doaj.org/toc/2372-0247Many healthcare organizations are creating new leadership roles to add subject matter expertise and structure to their patient experience improvement efforts. The patient experience field is emerging, however, so there are many questions about this role’s function and how best to structure it in the organization for maximal effectiveness. This article explores the benefits of a consultative approach for improving the patient experience. Previous research on management consulting and the integration of new roles in established organizations is briefly reviewed. Mayo Clinic Arizona’s (MCA) comprehensive, "7-prong" service model is revisited. Developed and implemented in 2008, the model is predicated on consultative relationships with executive and clinical leaders, is driven by data and accountability, and has demonstrated efficacy in improving the patient experience in specialty and primary care settings. Seven widely accepted service quality principles comprise the model: (1) multiple data sources to drive improvement; (2) accountability for service quality; (3) service consultation and improvement tools; (4) service values and behaviors; (5) education and training; (6) ongoing monitoring and control; and (7) recognition and reward. The focus of this article is Prong 3, service consultation. MCA’s consultative approach to structuring the patient experience leader is discussed, responsibilities are defined, qualifications are suggested, and key affiliations for integrating this new leadership role are proposed.Denise KennedyThe Beryl Institutearticlepatient experience leadershippatient experience improvementhealthcare service qualityhealthcare consultingMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2015)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience leadership patient experience improvement healthcare service quality healthcare consulting Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience leadership patient experience improvement healthcare service quality healthcare consulting Medicine (General) R5-920 Public aspects of medicine RA1-1270 Denise Kennedy Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
description	Many healthcare organizations are creating new leadership roles to add subject matter expertise and structure to their patient experience improvement efforts. The patient experience field is emerging, however, so there are many questions about this role’s function and how best to structure it in the organization for maximal effectiveness. This article explores the benefits of a consultative approach for improving the patient experience. Previous research on management consulting and the integration of new roles in established organizations is briefly reviewed. Mayo Clinic Arizona’s (MCA) comprehensive, "7-prong" service model is revisited. Developed and implemented in 2008, the model is predicated on consultative relationships with executive and clinical leaders, is driven by data and accountability, and has demonstrated efficacy in improving the patient experience in specialty and primary care settings. Seven widely accepted service quality principles comprise the model: (1) multiple data sources to drive improvement; (2) accountability for service quality; (3) service consultation and improvement tools; (4) service values and behaviors; (5) education and training; (6) ongoing monitoring and control; and (7) recognition and reward. The focus of this article is Prong 3, service consultation. MCA’s consultative approach to structuring the patient experience leader is discussed, responsibilities are defined, qualifications are suggested, and key affiliations for integrating this new leadership role are proposed.
format	article
author	Denise Kennedy
author_facet	Denise Kennedy
author_sort	Denise Kennedy
title	Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
title_short	Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
title_full	Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
title_fullStr	Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
title_full_unstemmed	Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders
title_sort	creating and integrating a new patient experience leadership role: a consultative approach for partnering with executive and clinical leaders
publisher	The Beryl Institute
publishDate	2015
url	https://doaj.org/article/3fcf6a8a2ab844d29edf55d944c8adee
work_keys_str_mv	AT denisekennedy creatingandintegratinganewpatientexperienceleadershiproleaconsultativeapproachforpartneringwithexecutiveandclinicalleaders
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Creating and integrating a new patient experience leadership role: A consultative approach for partnering with executive and clinical leaders

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