New C-suite position to watch: Chief experience officers
Addressing a flawed system
Liz Boehm is director of research at Vocera and its Experience Innovation Network, which has explored the emergence of CXOs extensively. These individuals have their work cut out for them, says Boehm.
“We’re reaching a place now where there’s concerns about cost but also access and coverage,” she says. “We need to take a deeper look at the systems we’ve created and the challenges.”
This means asking how healthcare can be restructured at equal or lower costs to deliver more powerful outcomes—outcomes that are about health, not just procedural success, she says.
“If we’re honest about the motivation of many of the organizations [in creating CXOs], it comes primarily through the reimbursement tied through HCAHPS,” Boehm says. “For others, there’s a deeper understanding that HCAHPS points out that there is a flaw in the system: It is an imperfect measurement system.”
Focusing on simply making patients happy isn’t enough, says Duffy, adding that health systems that focus on hospitality measures to improve scores are a bit misguided.
“It’s not the customer is always right. It’s the patient is always heard and feels heard and is connected,” Boehm adds. “It’s about making the experience more healing for patients and families, but also more fulfilling and humane for the physicians, nurses and other care team members.”