At your service: Bringing hospitality to hospitals leads to happier patientsPosted: November 15, 2014
While you won’t get a mint on your pillow at your next hospital stay, you may notice a better overall experience. Hospitals are taking a cue from the hospitality industry to boost patient satisfaction with a newly created job: chief experience officer.
Think of a chief experience officer (CXO) as a high-level hospital concierge who ensures that a patient’s hospital stay is as comfortable and pleasant as possible. A CXO champions compassionate care, focusing on open communication with patients and “making sure staff are attentive to their needs, whether that’s more face time with nurses or quieter hallways so they can sleep,” reports The Washington Post.
Happy patients, prosperous hospitals
The shift to improve customer service isn’t entirely due to the kindness of medical executives; it benefits hospitals as well. Patient satisfaction scores — tallied by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey — have…
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