Latest / Healthcare Leadership Excellence
Episode 205: Why Great Patient Experiences Begin with Great Leadership with Melissa Gilkes-Smith
In this episode, I sit down with Melissa Gilkes-Smith, healthcare operations consultant, doctoral candidate, and founder of The Focused Leader, to explore what truly shapes the patient experience and why it starts long before a patient enters the exam room. With more than 20 years of healthcare leadership experience, Melissa shares practical insights on improving operations while creating cultures where both patients and employees thrive.
We discuss the importance of understanding the entire patient journey, from the first online search to the final bill, and why leaders must look beyond…
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