Paul Generale is a healthcare executive from Irving, Texas, located outside Dallas. As executive vice president for CHRISTUS Healthcare, Paul Generale oversees the Catholic nonprofit healthcare organization’s best practices designed to deliver quality healthcare.
Making patients a priority is a best care practice in 2023, which includes focusing on the patient experience. Healthcare providers have chosen to proactively engage patients instead of reacting to events. Reducing experiences that cause conflict by simplifying the many processes the patient might encounter while visiting a healthcare center has become a priority.
A November 2022 article in the healthcare publication Healthcare Transformers stated that providers are beginning to view patients as customers. Patients with poor experiences visiting a healthcare center/clinic are less likely to return to the organization for treatment. Instead, patients will defect to an organization that makes the experience easy to navigate, reliable, and transparent. To do this, healthcare managers must recognize the importance of the work culture, improve administrative efficiency, patient access to data and digital experience, and build human connections with their patients.
