One of the main findings of the patient experience research has been that there is no “one size fits all” approach to improving experience and that what works really well in one setting might not work so well in another. There are however, some key factors and themes that are important to consider, such as the need for an experience programme to be embraced by leaders throughout your health system, the role of staff experience, the power of stories and the need to make the experience strategy central to your core organisational vision, strategy, quality reporting and service improvement work. Patients and referrers look for authority figures in times of uncertainty. Almost as a reflex, they will look for a physician’s reputation or a word-of-mouth recommendation with an online search. Who you are and how they find you matters. To view the collection of articles and advice from Periop Partners, visit our Facebook page.