Why does the patient experience need an ROI?

Engaging The Patient

Devin Gross, CEO Emmi Solutions

While the vast majority of health executives list the patient experience as a priority, few have a plan, budget or team empowered to make improvements a reality. Why is this?

Clearly the patient experience is not lacking for executive-level attention. A recent HealthLeaders survey found that nearly 90% of healthcare executives listed the patient experience as either their top priority or one of their top 5 priorities. Spurred in part by Engaging the Patientguest-blogger Anthony Cirillo, many health systems have begun hiring Chief Experience Officers. In my travels to health organizations across the country, I have yet to meet one leadership team that downplayed the importance of the issue.

I have, however, encountered plenty of places where the patient experience was a priority without a plan. When asked who was in charge of making improvements happen, many places simply say “everybody.” When asked what budget is dedicated to…

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