What Can Talent Development Execs Working in Healthcare Learn From Jason Wolf?
Wednesday, November 9, 2016

Patients and families are confronted with a growing menu of choices regarding their healthcare. Consequently, institutions are starting to recognize that culture transformation and patient satisfaction are priorities for the C-Suite in modern healthcare. In other words, they need to strive for patience experience excellence. 

Jason Wolf, president of The Beryl Institute, is a recognized expert on patient experience improvement. In a recent post to the PX Blog, he explains that the conversation about the care continuum is dramatically shifting. “Beyond a simple acknowledgement of the rise of consumerism in healthcare, there is a more fundamental commitment to a focus on experience and all that encompasses,” writes Wolf. 

But delivering superb service to patients requires more than world-class, highly skilled clinical care; it entails attending to the physical comfort and emotional, spiritual, and educational needs of patients. And, according to Wolf, even with a much clearer and measurable focus on experience, the healthcare industry is still are in its infancy “in identifying and measuring key points of value.” 

Making the leap forward in improving the patient experience requires leadership. In fact, a study conducted by the Beryl Institute and Catalyst Healthcare Research, State of Patient Experience 2015: A Global Perspective on the Patient Experience Movement, found that leadership (specifically at the top) was identified as the key driver for success, followed closely by managerial-level leadership. 


Jason Wolf is keynoting the ATD Healthcare Executive Summit. During his session, "Every Patient Has a Story: The Critical Role of Leadership and Culture in Patient Experience Excellence,” he will explore how talent executives can help organizations reframe their thinking on patient experience, as well as some core strategies driving experience excellence in healthcare today. The session also will examine: 

  • market elements driving the shift in healthcare
  • critical elements driving patient experience success
  • choices people can make in leading patient experience excellence in their own organizations. 

“In acknowledging that every person has the potential to affect the healthcare experience, we must return to the fundamentals in how we build and lead healthcare organizations now and into the future,” says Wolf. 

Bottom line: Patient experience is a dynamic issue for everyone in the healthcare industry. No provider can afford to offer anything less than the best clinical, physical, and emotional experience to patients and families. Here’s the good news: Healthcare providers are taking the issue seriously. What’s more, industry executives are investing time and resources into learning how to improve the patient experience. No doubt, talent development leaders working in healthcare have a key role to play in this evolution. 

To learn more about how the patient experience is evolving as well as other key issues making an impact on the healthcare industry, be sure to join Jason Wolf and other industry experts November 13-15, 2016, for the ATD Healthcare Executive Summit in San Antonio, Texas. 

About the Author

Ryann K. Ellis is an editor for the Association of Talent Development (ATD). She has been covering workplace learning and performance for ATD (formerly the American Society for Training & Development) since 1995. She currently manages ATD's Community of Practice blogs, as well as ATD's government-focused magazine, The Public Manager. Contact her at 

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