High-performing practices have leaders fully engaged in the process of change. Even natural leaders learn the science of how to facilitate organizational transformation. High-performing practices have leadership at all levels of the organization; medical assistants, receptionists, clinicians, and other staff take on the mantle of changing how they and their colleagues do their work. Some engage patients in leadership roles, calling upon them as experts in the health care experience to identify priorities for improvement. Leaders create concrete, measurable goals and objectives.
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