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Align before you sign

Every year, more hospitals and health systems are adding Chief Experience Officers (CXOs) to their leadership teams, and with good reason. CXOs bring a unique focus and skill set that’s been missing from efforts to adopt a value-based business
model for healthcare.

Their mission is to define the optimal patient experience, lead their organizations to deliver that experience, and measure the results across all care settings. The work demands continuous improvement of patient care, population-health management, and cost efficiency.

For CXOs, the key to a successful patient experience improvement program is to capture the full value of patient feedback. In other words, Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores and compliance mandates are important, but CXOs must dig deeper into their patient feedback data to find the insights that drive improvements in patient-centered healthcare.