Impact of a Patient Experience Leadership Structure on Performance and Engagement
The patient experience leadership structure at Northwell Health is strategically championed by Culture Leaders, a novel role established to transform the organizational culture from “service excellence” to “patient experience.” This case report describes how the implementation of Culture Leader stru...
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2020-04-01
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Series: | Journal of Patient Experience |
Online Access: | https://doi.org/10.1177/2374373519831079 |
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doaj-90071ebbac5c4f978a0dab6f82ba2a1b2020-11-25T03:46:39ZengSAGE PublishingJournal of Patient Experience2374-37352374-37432020-04-01710.1177/2374373519831079Impact of a Patient Experience Leadership Structure on Performance and EngagementSven Gierlinger BA0Agnes Barden DNP, RN, CPXP1Nicole Giammarinaro MSN, RN, CPXP2 Northwell Health, New York, NY, USA Patient & Customer Experience, Northwell Health, New York, NY, USA Patient & Customer Experience Education & Research, Northwell Health, New York, NY, USAThe patient experience leadership structure at Northwell Health is strategically championed by Culture Leaders, a novel role established to transform the organizational culture from “service excellence” to “patient experience.” This case report describes how the implementation of Culture Leader structure has aided in the improvement of organizational patient experience performance as well as how Culture Leaders remain highly engaged. Responsible for effectuating change by bridging the gap between local and organizational experience strategies, Culture Leader engages key stakeholders within the strategic pillars of culture, care delivery, hospitality, and accountability.https://doi.org/10.1177/2374373519831079 |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Sven Gierlinger BA Agnes Barden DNP, RN, CPXP Nicole Giammarinaro MSN, RN, CPXP |
spellingShingle |
Sven Gierlinger BA Agnes Barden DNP, RN, CPXP Nicole Giammarinaro MSN, RN, CPXP Impact of a Patient Experience Leadership Structure on Performance and Engagement Journal of Patient Experience |
author_facet |
Sven Gierlinger BA Agnes Barden DNP, RN, CPXP Nicole Giammarinaro MSN, RN, CPXP |
author_sort |
Sven Gierlinger BA |
title |
Impact of a Patient Experience Leadership Structure on Performance and Engagement |
title_short |
Impact of a Patient Experience Leadership Structure on Performance and Engagement |
title_full |
Impact of a Patient Experience Leadership Structure on Performance and Engagement |
title_fullStr |
Impact of a Patient Experience Leadership Structure on Performance and Engagement |
title_full_unstemmed |
Impact of a Patient Experience Leadership Structure on Performance and Engagement |
title_sort |
impact of a patient experience leadership structure on performance and engagement |
publisher |
SAGE Publishing |
series |
Journal of Patient Experience |
issn |
2374-3735 2374-3743 |
publishDate |
2020-04-01 |
description |
The patient experience leadership structure at Northwell Health is strategically championed by Culture Leaders, a novel role established to transform the organizational culture from “service excellence” to “patient experience.” This case report describes how the implementation of Culture Leader structure has aided in the improvement of organizational patient experience performance as well as how Culture Leaders remain highly engaged. Responsible for effectuating change by bridging the gap between local and organizational experience strategies, Culture Leader engages key stakeholders within the strategic pillars of culture, care delivery, hospitality, and accountability. |
url |
https://doi.org/10.1177/2374373519831079 |
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