Last year, Vocera’s Experience Innovation Network published the first-ever study focused on the emerging cadre of executives charged with leading healthcare experience transformation, chief experience officers (CXOs). We profiled the priorities, resources, and responsibilities of these mavericks and change agents as they buck the status quo and redefine care. Eight years after the first public reporting of HCAHPS survey results in the United States, experience is reaching new heights. Leading organizations have recognized that delivering an exceptional experience of care goes beyond scripting and simple service standards. As more and more strategic leaders are called to this work, the field is evolving from a focus on traditional best practices to creation of next practices that enable humanized care delivery.
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