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Patient Experience definition (Beryl Institute) - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. CIQ - Cultural IQ test: Measures cultural engagement with 10 questions on a scale of 1-10 What 3 elements do patients use in choosing healthcare? - 1- Cost 2- Quality 3- Service transformational leadership - inspiring and championing followers to make the best decisions so that they might become leaders Mission, Vision, Values - Mission: why we are here Vision: where we aspire to go Values: the rules we live by Circle of Growth - Employee loyalty leads to Customer loyalty leads to Increased Profits leads to Investment of Profits in Staff Development