Prioritize the Patient-Customer Experience

In any public-facing industry, leaders and their employees sometimes can develop tunnel vision that may exclude the most important stakeholder to the success of their business: their customers who, in your case, are your patients. While full attention to process and procedure is crucial to ensure your facility functions efficiently and effectively, don’t allow yourself or your staff to get so wrapped up in internal issues that they occasionally think of and may even treat patients as a distraction. Your patient-customers should never take a backseat to whatever is happening behind the scenes. Continually reinforce that the patient experience and satisfaction is the reason for everything you do.

A great leader knows that the patient experience always comes first.