Perspectives on Patient Experience

Way back in two thousand something, I published an article called The Chief Experience Officer, which became a partial impetus behind the Cleveland Clinic’s initiative to start an office of patient experience and hire the first Chief Experience Officer. I still believe in the concept but what I have come to find is that with all the obsession over patient and resident experience, it all comes down to basics – listening and communicating. Here’s my perspective on the issue. Look for more in the future. And if my message resonates, consider me as a speaker for your group or organization.