It’s time to quit pretending that patient experience happens in a vacuum. To truly affect patient experience, we have to take a few steps back and consider the entire experience ecosystem—the web of people, touchpoints, and experiences that combine to define your organization’s intentions for patients and their families. Embracing the entirety of your unique experience ecosystem leads to rethinking your experience strategy and activation plan.

• Reframe patient experience through the lens of an experience ecosystem 

• Embrace the factors that influence an experience ecosystem’s dynamic nature 

• Engage practical steps for experience ecosystem strategy and activation