Leading the Patient Experience: How to Improve Engagement and Outcomes as a Servant Leader

December 3, 2025

Leading the Patient Experience: How to Improve Engagement and Outcomes as a Servant Leader

Anthony Baffo | 2018

Abstract

Leading the Patient Experience addresses the need for a leadership resource on delivering excellent patient experiences. The manuscript focuses on Servant Leadership principles to develop healthcare professionals to effectively lead and sustain lasting change related to patient care. It is a resource to mid and upper level managers from a variety of disciplines in support of their efforts to meet growing patient demand for outstanding service and experiences in their care. The manuscript also provides leaders with practical recommendations to engage employees, stimulate a servant-first culture, and, overall, to help all stakeholders better understand and practice the delivery of exceptional patient experiences with outstanding clinical care.

Leading the Patient Experience shows how the qualities of servant leadership support the guiding principles and best practices of contemporary patient experience theory and practice. Emphasizing servant leadership applications across both clinical and non-clinical healthcare disciplines, the manuscript guides the reader in exploring their personal response to becoming a serving leader focused on the needs of others in all daily actions and relationships. Each chapter details how servant leadership manifests itself to ensure service to others’ (patients, families, employees, etc.) highest needs and provides a litmus test for readers to help guide their journey by asking, does my leadership help those served grow as people? Does my leadership help those served become healthier? Does my leadership help those served become more autonomous? What effect does my leadership have on the most dependent on care? What effect does my leadership have on the patient’s families and what is the effect of my leadership on the organization and the communities we serve?

Leading the Patient Experience can help aspiring and established leaders find something for themselves, their followers, and their organizations to put into practice to provide outstanding patient outcomes while developing self and others as servant-first leaders.

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