Patient Experience and Clinician Well-Being Aren’t Mutually Exclusive

FORTY - ONE NORTH’S SELECT INSIGHTS: HARDARD BUSINESS REVIEW

Thanks to the stress imposed by the pandemic, patients’ frustrations and anger have soared and clinicians’ are exhausted emotionally, mentally, and physically. Health care leaders are eager to improve the patient experience but are concerned that doing so will further antagonize clinicians. But it is necessary and possible to improve both the patient experience and clinicians’ well-being at the same time. It entails emphasizing to physicians the positives about the care they are delivering, create a work environment where staffers feel psychologically safe to give and receive feedback, and tap the expertise of frontline caregivers to develop systemic fixes.