The Empathy Engine: Achieving breakthroughs in patient service

This perspective reflects the results of Katzenbach research on the state of customer service in healthcare. It is based on interviews with leaders and practitioners from a range of healthcare contexts. The authors provide guidance for healthcare organizations on how to build thriving Empathy Engines®. When healthcare players transform themselves into Empathy Engines, they not only improve patient satisfaction but create opportunities to improve the quality of care, increase employee engagement, reduce costs and achieve breakthroughs in organizational performance.