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CXO Dr. Linda Lombardi on why best practice doesn’t always make perfect patient experience

November 4th, 2019 by Guest Communications


Written by: Anuja Vaidya (Twitter) 

Linda C. Lombardi, PhD, chief experience and strategy officer at NYC Health + Hospitals/Bellevue in New York City, discusses the broadening scope of patient experience, the importance of learning from the frontlines and why relying only on best practices from other facilities is a mistake.

Editor’s Note: Responses have been lightly edited for clarity and length.

Question: What is the most important lesson you have learned about delivering excellent patient experience?

Dr. Linda Lombardi: We have learned a lot about delivering excellent patient experience over the last few years and we are still learning. Perhaps the most important lesson is that building an excellent patient experience results from a team effort that engages staff and patients in creating a responsive and caring environment. We have learned that those who deliver the care and service, our patients and their families, know the challenges and have the solutions. Click here to continue reading this article.

This article appeared on Becker’s Hospital Review.

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