No one department or team is solely responsible for shaping the patient experience — stakeholders across the entire organization play a critical role. And because both clinical and non-clinical teams are involved in monitoring and shaping the patient experience, organizations may have trouble evaluating and aligning on a patient experience strategy.

Leaders responsible for key patient touchpoints should collaborate with executive decision-makers when working to improve the patient experience. This decision-making structure highlights the importance of the complex and varied parts that make up the patient journey.