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...

Full description

Bibliographic Details
Main Authors: Sven Gierlinger BA, Agnes Barden DNP, RN, CPXP, Nicole Giammarinaro MSN, RN, CPXP
Format: Article
Language:English
Published: SAGE Publishing 2020-04-01
Series:Journal of Patient Experience
Online Access:https://doi.org/10.1177/2374373519831079
id doaj-90071ebbac5c4f978a0dab6f82ba2a1b
record_format Article
spelling 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
work_keys_str_mv AT svengierlingerba impactofapatientexperienceleadershipstructureonperformanceandengagement
AT agnesbardendnprncpxp impactofapatientexperienceleadershipstructureonperformanceandengagement
AT nicolegiammarinaromsnrncpxp impactofapatientexperienceleadershipstructureonperformanceandengagement
_version_ 1724505090761424896