Show Notes1. Episode HighlightsRebecca Dillard outlines her team’s multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.2. Major TakeawaysTransforming patient experience isn’t a flash in the pan—it’s a cultural rhythm sustained by leadership, data, and values.Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.Data isn’t just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership.
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