Bisognano M, Kenney C. Patient-centered leadership: More than a score. Healthcare Executive. 2012 Nov/Dec;27(6):70-74.
There is much more than a semantic difference between being patient-centered and being focused on patient experience. When leaders focus on patient experience or satisfaction scores simply to avoid reimbursement penalties or reductions, they send the wrong message to their teams and fail to build the kind of robust culture that is key to sustainable, long-term change at the front lines of care.