This article was based on the interview with Tracey Schroeder of Inova Health System by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
The notion that “everyone impacts patient experience” resonates deeply within the industry, transcending traditional roles and responsibilities. As Tracey Schroeder, Chief Communications and External Affairs Officer at Inova Health, articulated in the podcast interview, the essence of healthcare lies in its people—those who provide care, support, and services to patients during some of the most vulnerable moments of their lives. Let’s explore the multifaceted nature of patient experience, illustrating how each individual within a healthcare organization contributes to the overall quality of care and the well-being of patients.
At its core, healthcare is fundamentally about caring for people. This principle aligns closely with the hospitality industry, where the focus is also on service and care, albeit in different contexts. As Tracey Schroeder noted, both industries share a commitment to enhancing well-being—hospitality often caters to individuals in their leisure time, while healthcare addresses their needs during moments of crisis or vulnerability. This shared commitment underscores the importance of fostering a culture of empathy and support, where every employee understands their role in shaping patient experiences.
One of the most profound takeaways from the podcast is the idea that every employee, regardless of their position, plays a crucial role in delivering healthcare. From the frontline staff who interact directly with patients to those working behind the scenes—administrators, IT professionals, and maintenance personnel—each individual contributes to the patient experience. This collective effort is vital in creating an environment that prioritizes patient care and comfort.
The message from Inova’s CEO, as shared by Tracey, emphasizes that every person in the organization, whether at the bedside or behind the desk, influences the quality of care delivered. This perspective fosters a sense of accountability and ownership among employees, encouraging them to recognize the impact of their actions on patient outcomes. For instance, a receptionist who greets patients warmly sets a positive tone for their visit, while a janitor who ensures a clean and safe environment contributes to the overall comfort and well-being of patients. These seemingly small interactions can significantly affect a patient’s perception of their care experience.
Moreover, the concept of patient experience extends beyond the clinical encounter; it encompasses the entire journey of a patient within the healthcare system. From the initial appointment scheduling to post-treatment follow-ups, every touchpoint is an opportunity to enhance or diminish a patient’s experience. This interconnectedness highlights the importance of communication and collaboration among various departments and staff members. When everyone is aligned toward a common goal—providing exceptional patient care—the organization can create a seamless experience that fosters trust and satisfaction.
The classic story of the janitor at NASA, who described his job as contributing to sending people to the moon, serves as an apt analogy for the healthcare sector. It illustrates that every role, no matter how seemingly minor, is part of a larger mission. In healthcare, this mission is to improve patient outcomes and ensure that individuals feel cared for and valued. When employees understand that their work contributes to this mission, it cultivates a sense of purpose and fulfillment, leading to higher morale and better performance.
The notion that “everyone impacts patient experience” is a powerful reminder of the collective responsibility that healthcare organizations bear. By fostering a culture that values every individual’s contribution, organizations can enhance the quality of care and create a more positive experience for patients. As healthcare continues to evolve, embracing this holistic approach will be essential in meeting the needs of patients and ensuring that they receive the compassionate care they deserve. Ultimately, when every employee recognizes their role in shaping patient experiences, the entire organization thrives, creating a healthier and more supportive environment for all.
