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The Patient Experience Is the System: Why Great Care Can Still Lose Trust | Melissa Gilkes-Smith
A patient can get excellent clinical care and still walk away feeling like the practice failed them. Often the breakdown isn't medical at all - it's the confusing bill at the end, the 30-second task that somehow took a 10-minute wait, or a front desk that never explained why.Melissa Gilkes-Smith, DHA(c), is the founder and principal of Healthcare Management Consulting Group. She's spent nearly two decades in healthcare operations - across hospitals, multi-specialty practices, and ancillary services - and built the Nine Pillars of Patient Experience framework to help healthcare organizations…
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