 | Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital While studying communication at Houston Baptist University, Rhonda Dishongh aspired to be a disk jockey for a heavy metal radio station. She began working as a registration representative in the emergency room of a hospital to earn extra money while in school. In those three years, she was bitten by the healthcare bug, forfeited the plan to be a disk jockey, and continued her career as a manager in the business office. Interactions that occurred during her beloved grandmother's death inspired her to dedicate her career to designing desired experiences in healthcare. With twenty-five years of service at the various hospitals and system offices, Rhonda has been an instrumental part of the leadership team. Rhonda has contributed to teams successful outcomes, receiving national recognition for performance in quality and customer experience. Rhonda continues to serve as the director of Customer Experience Design and Patient Business Services. |
