Show Notes
1. Episode Highlights
- Rebecca Dillard outlines her team’s multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.
- Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.
- Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.
2. Major Takeaways
- Transforming patient experience isn’t a flash in the pan—it’s a cultural rhythm sustained by leadership, data, and values.
- Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.
- Data isn’t just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership.
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