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Sharon Hickman's avatar

Sylvie, this is such a crisp and clear explanation of why “Patient Experience” has never been just about surveys and why experience is a leadership responsibility, not a department.

Your insight about patient experience as intelligence rather than evaluation resonates. The most adaptive organizations I’ve worked with treat patient feedback as system data not just satisfaction scores to react to, but signals to design around.

Thank you for reframing experience as integral to performance, improvement, and culture. We need more voices pushing for this kind of integration.

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Sylvie Leotin's avatar

Thank you so much. I really resonated with what you said—about all of us having a story where the system, as designed, has failed someone we love. That shared understanding is exactly what fuels this work. Grateful to be in conversation with people like you.

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Patient Safety Community's avatar

Nice work, Sylvie! This is really beautiful. Healthcare is incredibly siloed. The more we can connect and learn the perspectives of others, the better we’ll understand the system, support those harmed by it, and provide a restorative response.

Patients are experts and have so much to teach us all. Designing systems to bring patients and providers together in truly authentic ways (not just to check a box) will help a lot!!

Thank you for being vulnerable and sharing your voice. This post is proof. You’ve taught us all!

Perhaps we need on call patient consultants in healthcare?

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Sylvie Leotin's avatar

Thank you for this thoughtful response! Your insight about on-call patient consultants points to something I've been considering: developing structured methods to integrate bedside intelligence into clinical operations. Perhaps I can be the first system-level patient consultant?

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Alfred Sadler's avatar

Very well done - a must read. Fred

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Sylvie Leotin's avatar

Thank you, Fred! Your validation really means a lot coming from someone with your clinical leadership experience.

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