CXO role gaining traction
Chief experience officers are gaining traction in healthcare and are poised to lead enterprise strategies for experience improvement that align quality, safety and performance initiatives, according to findings from Vocera Communications.
The company's thought leadership and research division, the Experience Innovation Network, has released the findings of its 2015 Chief Experience Officer (CXO) survey. Respondents from in-patient and out-patient healthcare organizations participated.
Culture transformation is the main focus for experience leaders, according to the study, followed by initiatives to improve patient satisfaction. Among survey respondents, 70 percent said building a relationship-based culture, which includes improving physician and staff engagement and communication, was one of their top strategic priorities for 2015.
"In contrast to survey results indicating culture as a top priority, respondents revealed that little is being done to care for caregivers. The most underrepresented initiatives were those around improving staff resiliency and providing support or training for physicians, nurses and frontline staff. Yet, to truly transform the healthcare experience for patients and families, staff experience must first be addressed," Elizabeth Boehm, director of the Experience Innovation Network, said in a release.
Forty-two percent of survey participants cited improving Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores as a main goal for 2015. In support of this goal and improving patient satisfaction, respondents identified four industry trends shaping their experience improvement strategies:
- System collaboration and communication to provide seamless patient experiences
- Data transparency inside and outside the hospital and health system
- Technology enablement to remove barriers and improve efficiency
- Shifting perceptions from traditional patients to healthcare consumers
"Consumerism has been on the horizon for quite some time in healthcare, and now it is here. Providers are seeing the shift and recognizing patients as consumers. Patients have choices of where they go for healthcare and expect the same level of experience they receive from other industries," said Boehm.
Access the complete survey results.
Editor
Editor Beth earned a bachelor’s degree in journalism and master’s in health communication. She has worked in hospital, academic and publishing settings over the past 20 years. Beth joined TriMed in 2005, as editor of CMIO and Clinical Innovation + Technology. When not covering all things related to health IT, she spends time with her husband and three children.