South Florida Hospital News
Thursday August 6, 2020

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June 2016 - Volume 12 - Issue 12


When It Comes to Patient Care, Have Someone OWN It

Over the past few years, there has been a dramatic increase in the number of folks whose job it is to absolutely OWN all aspects of patient care. No matter if you call them Customer Experience Officers (CXO), Directors of Patient Care, or Patient Care Managers, the role in the healthcare community is definitely increasing. Four years ago only 11% of organizations claimed to have anyone in such a position. Three years ago it jumped to 22%. Last year it again doubled to 44%. Most believe it will continue to increase until just about everyone will have a person who eats, breathes and sleeps helping the organization increase patient care.

These folks also never lose sight that the quality of care is extremely important as well: constantly balancing the two aspects making sure neither one is neglected. I was recently speaking to the Director of Patient Care for a large health system. I was amazed at not only her knowledge of the elements which can impact patient care, but also the importance of providing high quality care. Her day and week is literally filled with activities that involve training, studying, reinforcing and basically living out the mission of the health system as it relates to high quality patient / family centered care.

For those of you thinking, ‘well that is a big Health System, we are much smaller….’ I was also recently speaking to a CXO of a stand-alone Lasik surgery center. Like her counterpart, she is also looking at every aspect of the care and experience the patient receives from booking their initial consultation all the way to post op.

The doctors at this practice recognize that to survive, they need their clients to have a remarkable experience so they will tell others that this is the place to go to get laser surgery. No matter if you are a large health system or a single office, make sure there is someone in your organization that owns patient care for you!

Jay Juffre is Vice President, South East Region / National Service Director, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit

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