As we look to the third driver, the "in the moment" patient feedback, I want to start by looking at the patient experience and understanding that it is an interaction between an organization and a patient, and is defined by the perceptions of each patient. It encompasses both our performance as trusted healthcare providers and the perceptions, feelings, emotions and senses of our patients.
As a manager, have you ever had that haunting feeling when an employee gives you their two-week notice out of the blue? You were probably shocked and left wondering, "What went wrong? Is it something I did? Is it something I didn't do?"