Transforming Hospital Culture towards Patient Experience : Everyone as a Caregiver

PLX Academy · Blog

In the traditional view of healthcare, the primary focus has often been on the relationship between the doctor and the patient. This perspective can unintentionally lead to a narrow understanding of the caregiving experience, relegating the roles of other staff members to mere support functions. However, for patients, every interaction during their hospital stay is significant. Each moment spent with healthcare workers contributes to their overall experience, and this realization is crucial for improving patient care.

To illustrate this point, Dr. Thomas Merlino, a thought leader in patient experience, conducted an intriguing experiment with a patient undergoing a routine colorectal surgery. He asked the patient to maintain a detailed journal of everyone involved in her care throughout her five-day hospital stay. The findings were eye-opening. Over the course of her treatment, she encountered eight different doctors and a staggering 60 nurses. The tally did not stop there; numerous other staff members, including phlebotomists, environmental services personnel, transporters, food workers, and administrative staff, played vital roles in her care. In total, she lost track of how many individuals contributed to her experience, underscoring the complexity of the healthcare environment. Remarkably, only a fraction of her 120 hours at the hospital was spent directly with physicians.

Moreover, the patient’s journal overlooked many employees in nonclinical areas, such as billing, marketing, parking, and food services, who also significantly influenced her experience. This exercise prompted Dr. Merlino to shift his perspective: all employees in a healthcare setting are caregivers, and the conventional, doctor-centric approach to patient relationships must evolve into a more inclusive, caregiver-centric model.

To foster this cultural shift across the organization, Dr. Merlino proposed a bold initiative: engaging all 43,000 employees in a half-day interactive exercise aimed at reframing their roles within the caregiving process. This approach would randomly assemble groups of eight to ten individuals from various departments—imagine a janitor seated alongside a neurosurgeon and a nurse—creating a diverse forum for dialogue and shared experiences.

During these sessions, participants would have the opportunity to share their stories and discuss ways to prioritize the patient experience, ultimately striving to deliver world-class care. The training would also emphasize fundamental behaviors commonly practiced in exemplary service organizations. Employees would learn the importance of smiling, introducing themselves by name and role, actively listening to patients, establishing rapport by discovering personal details, and expressing gratitude.

While the cost of implementing this half-day program—including employee salaries—would amount to approximately $11 million, the investment is justified when considering the long-term benefits of enhanced patient care and satisfaction. By redefining the caregiving landscape in hospitals, organizations can create a holistic environment where every staff member feels empowered and responsible for the well-being of patients.

This cultural transformation is not merely about improving metrics; it’s about recognizing that every interaction matters. When healthcare professionals, regardless of their title, embrace the philosophy that they are all caregivers, the impact on patient experiences can be profound. Ultimately, cultivating this mindset fosters a more compassionate, supportive, and effective healthcare environment, benefiting both patients and staff alike.