The c-suite is gaining another member in the healthcare, the Chief Experience Officer (CXO). Over the last 10 years, the healthcare industry has started to see patients as consumers. Patients have started shopping around for physicians like they do for other products. The CXO focuses on enterprise-wide patient experience improvement and quality of care to keep current patients happy and attract new patients to the organization.
So what does the CXO focus on?
- Integration with quality and safety – This pertains to quality of medical care as well as quality of the facility itself.
- Process improvement efforts – Building off of the pervious point, perfecting processes across the facilities will ultimately improve medical care and the quality of the facility.
- More engagement from physicians, board members, patients and families – It is important to understand the needs of the entire care team and the patient themselves. Even meeting the smallest need could make a big difference in terms of patient care.
- Focus on physician, nurse and staff resilience and happiness – As in any other industry, happy employees produce better results. Frequent staff surveys can review small but important needs.
An experience officer is something that large and small organizations can incorporate into management. If you have 1 provider or 100 providers, the patient experience is important to maintaining current patients as well as attracting new ones.
