Integrating the Patient Voice into Board Processes for Innovation and Exceptional Care
Harvey and Jean Picker were healthcare disruptors who changed the way patient experience was viewed. It was a seismic paradigm shift for organizations to ask patients about their experiences and use that information to determine what mattered most. Their work advocated for the inclusion of the patient perspective into the design and delivery of health services. The Pickers coined the term “patient-centered care” and they have had an international influence on the healthcare industry.
While their work is widely respected, healthcare has missed the mark by not incorporating patient-centered care into all organizational layers. If survival is based on being a dominant market leader and attracting patients by bring-ing value, a board disconnected from the patient is a critical lapse resulting in missed opportunities and lost insights. This article explores ways to surmount these oversights.