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Leadership Promotes Positive Customer Experiences in Healthcare

Leadership Promotes Positive Customer Experiences

Leaders are important in keeping businesses focused on their priorities while they meet their goals. In the healthcare industry, it’s important for health IT professionals to focus on customer experience throughout the process. Leaders can do this by utilizing the mission of the company to focus on human-centered design. Furthermore, agency leadership should promote customer experience principles as a priority throughout the various levels of leadership. They can use key transformative initiatives and performance measures to track their progress in meeting stakeholders’ requirements. Moreover, leadership should hardwire their principles into different agency programs through the use of practice and training. Leadership development programs can also help to drive leaders to promote customer experience through specific human-centered design projects. This requires effective leadership that promotes unity, mentorship, collaboration, communication, and problem-solving.


Agile Leadership

Agile leadership is a process that removes barriers in the workplace and promotes successful and productive employees [1]. Oftentimes, resources are utilized to decrease waste and promote positive relationships with stakeholders. Agile leadership also promotes building strong teams that incorporate team members’ strengths in order to optimize the process [1]. Furthermore, the key is to utilize self-organization and to make decisions through quantitative data [1]. This is useful because if the current process isn’t working or if functional requirements aren’t being met, then leaders need to take a step back and course correct for better solutions [1]. Furthermore, this leadership model promotes employees to share their ideas and any ways that their skills could be better utilized. Overall, agile leadership is an effective model that aligns goals throughout the company and ensures customer experience is facilitated.


The Key to Success in Agile Leadership

Agile leadership requires leaders to communicate effectively and to be open with their teams [1]. This means that they listen to their employees about barriers to success, and work on creating solutions to overcome them. Agile leadership also requires actively listening to the situation around you, especially when receiving input from stakeholders [1]. Furthermore, leaders should take input from those under them, especially when they’re more familiar with what needs to be changed. Lastly, leaders need to carefully watch out for external factors such as public health concerns to ensure that they stay ahead of any potential workplace changes [1]. This allows leaders to play a proactive role during strategic planning and ensures that their customers’ needs are met.

How Leadership Affects Healthcare

During the pandemic, hospitals were tested on how to prioritize their limited resources amidst the shortage of hospital staff and the surplus of patients. Healthcare leaders had to step in and make tough decisions on who to prioritize first. As hospitals continue to advance and become interconnected, it’s more important than ever that healthcare leaders make quick, effective, and purposeful decisions that promote positive customer experiences and protect patient health [2]. Furthermore, as the needs of healthcare staff change, strong leadership should be able to adapt promptly and effectively [2]. This can be seen with nurses showing concerns about the lack of protective equipment during the pandemic [2]. Effective leaders were able to make changes to the healthcare delivery process that improved morale and satisfaction.

Leadership and collaboration

Strong leaders in healthcare must also be able to manage and navigate between different departments in healthcare, ranging from the finance department to the pharmacy department [2]. This requires leaders to implement different leadership styles so they can effectively communicate with different teams and promote a common mission [2]. The best leaders are the ones that are able to prioritize their workers’ needs and incorporate innovative ways to improve their satisfaction and productivity [2]. Workers are more likely to voice their concerns when they know that their boss will empathize with them and make changes that promote their success [2]. Lastly, leaders need to continue to be collaborative and promote a vision that supports positive customer experiences for their clients.


HITS is often praised for our energy and enthusiasm when working with clients and colleagues. Furthermore, clients frequently commend HITS for our hands-on approach to improving customer experience that ensures their day-to-day operations run smoothly and that no project or task is missed. We celebrate achievements with our clients and when things don’t go well, we share possible mitigation strategies and execute needed actions to assist clients and colleagues in achieving positive results. HITS’ agency culture and mission facilitate human-centered design throughout different levels of leadership, and we tailor software and project management support products to meet our customer’s needs.


  1. https://www.betterworks.com/magazine/what-is-agile-leadership-and-why-does-it-matter/
  2.  https://publichealth.tulane.edu/blog/healthcare-leadership/#:~:text=Healthcare%20leaders%20need%20to%20make,and%20an%20essential%20service%20industry
Categories: Professional / Organization Development,