Patient Experience

Powering the Patient Experience

The Ritz-Carlton Leadership Center is the preeminent consulting partner for healthcare organizations seeking transformative world-class patient experience. We work with our healthcare clients through a unique, targeted approach to create a superior atmosphere where patients and their families are the focal point of every interaction.

Through decades of implementing our award-winning methodology worldwide, we advise our healthcare clients on best practices and processes for optimizing the overall patient experience through organizational transformation and employee engagement. Our methodology is rooted in supporting an internal culture that nurtures excellence.

These services are customized for each client to best unlock each organization’s potential and create a distinctive model that confers differentiation in the healthcare market.

Our innovative Patient Experience (PX) practice has delivered groundbreaking results for some of the most recognizable Hospital and Healthcare providers in the world. We provide services across the following disciplines:

Organizational Transformation:

  • Culture transformation focusing on a balance of patient and employee-centricity
  • Sustainability strategy and implementation driving accountability and service excellence in healthcare
  • Designing onboarding and empowerment drives an elevated patient experience
  • Improving patient engagement by creating engaged employees at all levels of your organization

Patient Experience:

  • Benchmarking services designed to uncover opportunities for excellence across the organization
  • Patient journey design that optimizes the unique talents of each provider and employee
  • Patient experience strategy design incorporating defining moments that create unique, memorable and personal experiences
  • Sustainability and continuous improvement models that drive long term self-sufficiency and support organizational excellence

Our proven methodology helps respected brands in healthcare improve their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Voice of the Patient scores and overall employee engagement. These high-impact, measurable improvements are key indicators of our success in transforming the patient experience.

Advisory & Consulting

Customer Experience

Advisory & Consulting

Employee Experience

Advisory & Consulting

Organizational Transformation