Transforming the Patient Experience A New Paradigm for Hospital and
This book provides an organizational model of the common ground needed to improve patient care and adapt to today’s healthcare environment. The relationship between a hospital CEO and a general surgeon and how they aligned, motivated and partnered w
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Transforming the Patient Experience A New Paradigm for Hospital and Physician Leadership
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Transforming the Patient Experience
William T. Choctaw
Transforming the Patient Experience A New Paradigm for Hospital and Physician Leadership
William T. Choctaw Chief Transformation Officer Citrus Valley Health Partners Covina, CA, USA
ISBN 978-3-319-16927-9 ISBN 978-3-319-16928-6 (eBook) DOI 10.1007/978-3-319-16928-6 Library of Congress Control Number: 2015935275 Springer Cham Heidelberg New York Dordrecht London © Springer International Publishing Switzerland 2016 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper Springer International Publishing AG Switzerland is part of Springer Science+Business Media (www.springer.com)
Preface
This is a story about the combined journey of two healthcare leaders: a hospital CEO and a general surgeon physician champion. It’s about how two leaders, who are philosophically in alignment, though from different extremes of the health-provider system, were able to initiate a transformation of the patient experience at a large multi-hospital system. The essence of transformation is teamwork and the least common denominator team is a team of two. The effectiveness of this nuclear team is based on the strength of the working relationship, dependent on mutual respect, mutual trust, and good communication. The principle of patient centricity to transform the patient experience has fundamentally changed the delivery of healthcare as we know it. Previously, the patient care culture of hospital administration and medical staff leadership were separate, but peacefully coexisted in a calm and genteel medical world. Today, the healthcare world is chaotic and turbulent, while requiring the creation of a single culture with zero harm and higher quality. A new paradigm is necessary to provide quality patient care effectively with high patient satisfaction at a reasonable cost. This new paradigm requires an increased role for
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