Date of Conferral

7-16-2026

Date of Award

July 2026

Degree

Doctor of Psychology (Psy.D.)

School

Psychology

Advisor

Derek Rohde

Abstract

Patient experience is a key indicator of healthcare quality and performance; however, limited evidence exists regarding the specific leadership characteristics that influence patient experience outcomes in behavioral healthcare. The purpose of this qualitative case study was to explore the leadership characteristics associated with positive patient experience outcomes, examine how leadership behaviors influence patient perceptions, and identify leadership development strategies to enhance patient experience. The study was guided by the Baldrige excellence framework and the Beryl Institute’s definition of patient experience. Data were collected through semi structured interviews with executive and operational leaders and triangulated with organizational artifacts, including aggregated patient experience data and Predictive Index leadership profiles. Data were analyzed using an iterative coding process. Findings identified servant leadership, visibility, communication, accountability, adaptability, and responsiveness as important characteristics. Leaders associated with stronger patient experience outcomes balanced relational competencies, including empathy and trust, with operational competencies such as, execution, consistency, decision-making, and accountability. Leadership influenced patient experience primarily through workforce engagement, culture, and care delivery processes. Recommendations include strengthening real time patient feedback, integrating leadership assessment data into development efforts, and implementing the Integrated Leadership for Patient Experience framework. The potential for positive social change includes improved patient experience, stronger workforce engagement, and more human centered behavioral healthcare leadership.

Download

Included in

Psychology Commons

Share

 
COinS