Becker's Clinical Quality & Infection Control

64 PATIENT SATISFACTION AND QUALITY MEASUREMENT The Evolution of the CXO: 5 Findings By Heather Punke C hief experience officers, or other similarly titled leaders, are one of the newest members of the hospital and health system C-suite, tasked with man- aging and improving patients' experience within the healthcare system. CXOs have gained scope and respect in the C-suite as studies show how experience affects all aspects of care. "Experience does relate closely to things like quality, to safety," Liz Boehm, director of Vocera Experience Innovation Network, said during the Becker's Hospital Review 7th Annual Meeting in Chicago in April. "We know that generally when there's a better patient experience, you see better safety outcomes." Ms. Boehm shared key points from a 2016 survey and study by Vocera's Experi- ence Innovation Network covering the evolution of the CXO. Since the position is still relatively new, the study uncovered some growing pains the position is going through at various organizations in the industry. Five points from the study are highlighted below. 1. Experience is now a highly strategic position, but governance structure varies significantly. irty-nine percent of experience leaders in healthcare organizations report directly to the CEO or president, up from 32 percent in 2015's survey. Ms. Boehm cited Sutter Health in Sacramento, Calif., as a unique example of structure. "Sutter Health said experience really is the overarching umbrella. If some- body has a bad clinical outcome, they've had a poor experience. If somebody has a hugely disrupted or inefficient process, they've had a bad experience," Ms. Boehm said. As a result, Sutter put its senior vice president of patient experience as the top leader on the patient safety side of things, with the CNO and others in roles related to patient safety reporting directly to him. 2. CXO responsibilities still focus within the hospital, as 40 percent of experience leaders are not responsible for primary care settings. at means experience leadership is still catching up with accountable care. However, "the more mature organizations get in terms of managing experience, the more likely they are to look across that continuum," Ms. Boehm said. For example, Winston-Salem, N.C.-based Novant Health created an office of patient experience that addresses experi- ence across the care continuum, including primary and specialty care, urgent and emergency care, hospital and acute care, and post-acute care. Sometimes it's what you don't see that matters. Invest in the Best. 7625 Paragon Road, Centerville OH 937.619.0138 • iststerilization.com S e a l e d S t e r i l i z a t i o n C o n t a i n e r ® DURABLE EFFICIENT SAFE SECURE ONE TRAY ® sealed sterilization containers are engineered for long term consistent performance, that's backed by a Lifetime Guarantee, ensuring that every ONE TRAY ® container is utilized at its optimal performance. ONE TRAY ® 's speed in terminal sterilization (20 minutes Autoclave door close to door open, total time) allows quick reactions to SPD and OR needs saving vital time and resources. Efficiency equates to lower sterilization costs compared to all other sterilization technologies. ONE TRAY ® is rigorously tested for the highest quality and performance validations in the industry. The ONE TRAY ® system is a sealed, filtered vent sterilization container, FDA cleared to achieve a Sterility Assurance Level (SAL) of 10-6 with an event related shelf life. "YOUR patients deserve a container YOU can count on."

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