What do all these health systems have in common?
What they all have in common is forward-thinking leaders who are driving experience transformation. Whether they are strengthening their hospital’s experience culture, improving physician and staff well-being, driving accountability, building true partnerships, or embedding patients in workflows, each of them embodies the difference between satisfaction and experience.
What they also have in common is that their stories are part of the newest report on transforming healthcare from the Experience Innovation Network, part of Vocera.
The healthcare experience is about something broader and deeper than patient satisfaction. It’s about the physical and emotional well-being of patients, families, friends, nurses, doctors, staff, and team members. It’s about the entire journey through the healthcare system, and making sure every step of the journey is delivering the greatest possible healing with empathy and respect.
Our new report puts forth a definition for the optimal human experience in healthcare:
Respectful, empathetic interactions that connect people to purpose, build trust, and ease suffering for all involved in healthcare – patients, families, and team members.
Delivering on this type of experience requires leaders to infuse a focus on the human experience into every aspect of care.
Over the past two years, the Experience Innovation Network has published studies about leading healthcare experience transformation. These studies emphasize the increasing strategic importance of the chief experience officer (CXO) role, and home in on the shift from patient and family experience to human experience.
This year, we set out to discover what experience leaders are focusing on now and what’s next for the industry. Drawing on more than 200 survey responses and more than 40 executive interviews, we found:
With the uncertainties of today’s healthcare climate, experience leaders often face barriers to making human experience a top strategic priority. But we believe the future of healthcare experience is bright. Experience leaders are building relationships with patients, families, staff, nurses, and physicians, and reaching out not only to quality and safety teams, but also to HR, IT, and finance.
When we remember that healthcare is about human beings interacting with human beings, we can work together to deliver an optimal human experience.
You can access the full report and read more about what it takes to be a next-generation CXO here.
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