Senior patient experience leaders needed

by Jason A. Wolf This headline is not for a job listing. But it should be one you seriously consider. I and a number of colleagues--from fellow Hospital Impact blogger Anthony Cirillo and first named Chief Experience Officer (CXO) Bridget Duffy, M.D.--continue to stress the importance of having a senior experience leader. Early investigations at The Beryl Institute showed that organizations possessing a focused senior experience leader tended to outperform others on standard experience surveys. More so, our benchmarking research and surveys from other organizations reinforce that patient experience remains a top priority for healthcare leaders. The benchmarking research also revealed two concerning points that seem to contradict what our respondents said. First, while they identified patient experience as a priority, only 23 percent of the individuals with primary responsibility for experience efforts allotted 100 percent of their time to leading such efforts. Perhaps more concerning, 28 percent of all healthcare organizations had no experience leader of any kind. This leads to a simple question: If we see fit to have a chief financial officer to deal with financial issues or a human resources leader to drive people strategy, why would we not assign an individual to frame and drive experience strategy? And why would we not ensure they devote 100 percent of their time to pursuing the best in performance? When organizations express frustration with mandated or customi...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs