Now that Medicare reimbursements will rise and fall based upon patient satisfaction scores, a lot of hospitals are scrambling to improve the way they interact with patients.
Of course, changing a hospital’s culture takes time, and push back from doctors and staff can sometimes be intense.
Our client, Pomona Valley Hospital Medical Center, has won many awards for outstanding patient experience and customer service. On a recent video shoot, we took time out to interview Leigh Cornell, Executive Director of Administration, about her experiences in this area.
During this interview, Leigh speaks candidly about what worked for their team – and what didn’t. She also gives advice to hospitals that are just beginning their journey toward a better patient experience.