ABSTRACT
While Patient Experience is the term most often used in hospital administration, literature, and recent legislation, Customer Experience is the term preferred by the wider business community.
As you are no doubt well aware, attempting to build a patient-centric culture will encounter resistance, especially at the start of the change. at is not a problem by itself. It is natural that the unknown creates more anxiety than excitement for the majority of workers. e di°culty comes when resistance is bolstered by afoundationof misconceptions about patient centricity that, unless openly addressed, can easily prevent successful implementation of any program. If the culture accepts these misconceptions as truths, change is unlikely to happen.
