Patient experience goes beyond provider walls

by Anthony Cirillo Time to revisit my take on a term I put forth several years ago, the chief experience officer (CXO). On my first go-around, it was simple enough. I was a marketer. One of the biggest marketing tools you have is word of mouth. And word of mouth comes down to the experience of care. Therefore, if it is that important shouldn't we have a CXO? Evidently the Cleveland Clinic thought so. On my second go-around, I actually filled out roles for this position--chief context setter, chief healing officer, chief promise keeper. So here is the third go-around, which gets to where healthcare in general is moving--out of the provider setting. Sessions at the World Health Congress earlier this year paid providers some attention; long-term care no attention and care in the home all the attention. It is hard to grasp that the public could actually receive most of their care in non-acute settings, aided by telemedicine. In our day-to-day quest for fee for service, it is hard to see through those trees. And while industry forecasters have been visioning this, the hospital sector certainly has not. And that is why I was surprised that on the same day, Hospitals & Health Networks Daily newsletter contained two items: One was an article on the rise of retail clinics and how some hospitals are now looking at them as partners for their overflow care. The other item was a video interview with Scripps Health's Eric Topol, M.D., who said a world where hospitals only ex...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs