Small Moments: Improving Patient Experience through Cultural Transformation

In 2015, Stormont Vail Health was preparing to launch a rebrand of the organization. As part of the rebrand, we needed to ensure our culture was providing the world-class experience that our brand promised. Objectives were to transform the organization’s culture, resulting in an elevation of the patient and caregiver experience, patient outcomes and employee engagement and satisfaction; and to develop consistency in the delivery of extraordinary experiences at every touch point across the health care system.

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