What Matters Most: A Conversation With Brian Wong, MD, MPH

In this article, Dr. Brian Wong describes a patient-accountable culture as built around the question, What matters most to patients? He asserts that it is up to each health care professional to take responsibility for his or her positive impact on the culture with every single interaction. Each interaction needs to support what matters most to patients and to the well-being of the team. As all health care professionals get better at showing up in a patient-accountable way, everything else gets better: patient safety, patient satisfaction, employee engagement, and even the bottom line. Not because of a series of initiatives but because we ask one question ... "What matters most to you?"