Using appreciative inquiry as a framework to enhance the patient experience

The following case depicts the journey of a non-profit hospital in the US and its attempts to turn around suffering patient experience. The Hospital turned to the theories of Appreciative Inquiry and the power of a strengths-based approach to create a framework to support the patient experience initiatives. Hospital leadership led the formation of a Patient Experience Team to implement ten initiatives in order increase the top box score in the domain of willingness to recommend the hospital, as that was selected as a global measure of success for the overall improvement project.

Moorer, Kerry [et al] (2017). Using appreciative inquiry as a framework to enhance the
patient experience, Patient Experience Journal,  4(3), Article 18.