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26 Aug

Chief Experience Officer – the new sheriff in town

It is no surprise hospitals are placing a stronger emphasis on gauging the satisfaction level of their patients.  With Medicare reimbursements tied to HCAHPS scores, it makes sense in this consumer-driven market.

With the emergence of online reviews and patients demanding and expecting their hospital stay to mimic the service of a five-star hotel, hospitals needs to be prepared to meet those expectations

Hospitals are looking to consultants or staff from five-star hotels to look at their patient experience through the eyes of the patient. A full experience includes every touch-point the patient may have during their stay including:

  • Leaving their car with the valet attendant
  • Professional appearance of the staff as they make their way to their room
  • Hospital food experience
  • Safety of being able to easily identify the staff that is in their room
  • Discharge process

A Chief Experience Officer can help bridge the communication gap between what healthcare facilities and doctors perceive versus the patient’s perception. This position is becoming a new standard for executive teams in many large hospitals and healthcare systems across the U.S.  

Hospitals and doctors were initially surprised to learn there is a big disconnect between clinical outcomes versus the patient experience. Research shows that patients are placing more emphasis on their experience versus the clinical outcome.  Patients place a high value on being treated well by the doctor and staff, minimal wait times and having all of the information they need to make choices about their care.  A color-coded uniform program is one way hospitals and healthcare facilities can make an impact on the patient’s experience.   A uniform program creates a professional appearance for the staff and gives the patient peace of mind in knowing exactly who is entering their room.

There are many ways to incorporate a patient experience professional into your organization, if a Chief Experience Officer isn’t in the cards at this time.  The Patient Experience Institute (PXI), an independent, non-for-profit group committed to improving the patient experience, is now offering certification for Patient Experience Officers through continuing education, testing and awarding certification for those who quality.  For more information on the Patient Experience and certification, visit The Beryl Institute.

Does your organization have a team member dedicated to overseeing the patient experience?  How has that impacted the overall patient experience at your hospital or healthcare facility?


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