Improving patient experience often starts with survey questions and comments, but reliance on these elements alone can be insufficient. Incorporating the voice and experience of the patient can provide a deeper understanding of the problem and unlock more effective solutions.

Improving value in healthcare means redesigning care to meet patients’ needs. We must push ourselves beyond patient satisfaction surveys to reduce uncertainty, complexity, and confusion in the delivery of care. Matthew Stein, MD, and the Breast Imaging team unflinchingly faced a source of uncertainty for patients: waiting for mammogram results.

Translating strategic priorities into everyday execution across a large, complex enterprise might seem daunting, but it doesn’t have to be. Our Operational Plan is a blueprint that combines processes, tools, knowledge, and skills to deliver on these priorities.

The following case study examines a new core competency in delivering value at a system level. At the University of Utah, leaders created integrated oncology teams organized for the patient. Collapsing historical silos and empowering front-line leaders grew adaptive teams that offered better value to cancer patients.

Chief Medical Officer of Press Ganey Tom Lee reminds us that value does not happen by accident, and good intentions are not enough. The goal of improving value has to be a major focus for everyone in an organization.