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The patient experience reflects the organization’s culture. The board must foster a culture that supports employees and providers to deliver the best possible experience time after time.

Hospitals large and small recognize the value of special protocols and services for older patients who seek emergency care.

Sustainable change requires a strategy to align improvement efforts and act on the interdependencies of four performance domains.

Boards need to assess troubled areas in their organizations, set goals for improving the culture, and hold leaders accountable for change.

Boards can foster patient-centered care by encouraging meaningful conversations during patient encounters and by incentivizing clinicians.