Domain IV: Strategy Development and Execution

Domain IV: (Strategy Development and Execution) Describe the role of leadership in creating focus, commitment, accountability and engagement across the entire organization to advance patient experience and service excellence. 1. Focus – Having dedicated leadership with the time to commit to service efforts has a measurable impact on outcomes. 2. Accountability – Focus lends itself to accountability, but accountability is broader than one individual. Accountability is the recognition and commitment that improving on service is not an initiative, but rather an ongoing journey. 3. Engagement – Employees at top performing organizations engage in service behaviors. The top organizations found ways to ensure their employees feel a sense of ownership for service outcomes. 4. Commitment – While many of the paths, processes and programs might seem the same across top and bottom performers, it could be asserted that the way in which the top performers implemented these was different. Taken from http://www.beckershospitalreview.com/hospital-management-administration/the-four-cornerstones-of-an-exceptional-patient-experience.html