We all know health care consumers have become more educated and informed, expecting not only good clinical outcomes, but excellent and consistent customer service as it relates to their medical care. As health care systems face growing pressures to improve consumer satisfaction, many have chosen to create a patient experience function. Martin Health System is among them.With 12 years of experience leading the marketing communications department at Martin Health, I was recently asked to also take on the role of chief patient experience officer (CXO). My newly added responsibilities include working with all areas of the organization on strategy development and implementation of patient satisfaction initiatives and management of our Press Ganey surveys.
It’s estimated that there are currently about 60 U.S. hospital executives with the CXO title, and that number is expected to steadily increase. More hospitals and health systems are hiring CXOs as they face growing pressure to improve consumer satisfaction.
Patient experience has emerged as an important facet of health care management that can drive safety, quality and operational performance. A well-managed patient experience program demands we provide the best clinical, patient-centered care that is also both caring and compassionate. It can deliver positive change within an organization when given consistent, high-level focus.
A patient’s perception and satisfaction is defined by the sum of our interactions with them – from the quality of medical care, to the cleanliness of rooms, to the friendliness of our staff. This is why each touch point with a patient must be helpful and effective. Good communication, anticipation of needs and empathy are essential in our personal approach. Transitions in care must be seamless.
In the months ahead, our patient experience staff will be partnering with teams throughout our system to develop or enhance improvement strategies that impact patient experience. At the same time, we will launch new initiatives designed to promote optimal outcomes that will engage every associate, physician and volunteer in our organization. We will analyze our satisfaction and quality scores to help determine our effectiveness.
I look forward to working together with each and every department at Martin Health to advance a culture of patient-centered care that is responsive, compassionate and committed to excellence.
