Becker's Hospital Review

138 30 hospital and health system CXOs to know | 2018 By Brooke Murphy B ecker's Hospital Review is please to name 30 CXOs to know in 2018. The chief experience officers featured here are responsible for transforming the healthcare delivery experience for patients, physicians and staff members. The editorial team accepted nominations and conducted internal research to develop this list, which appears in alphabetical order. Individuals and institutions did not pay for inclusion on this list. Lisa Allen, PhD. Chief Patient Experience Officer of Johns Hopkins Medicine (Baltimore). Dr. Lisa Allen became Johns Hopkins Medicine's first chief patient experience officer in 2014. Dr. Allen previously served as system vice president for quality, patient experience and patient safety at Steward Health Care System in Boston, where she successfully implemented a patient-centered care initiative to improve HCAHPS scores. Dr. Allen earned her doctorate in medical anthropology and community medicine from the University of Connecticut in Mansfield. Adrienne Boissy, MD. Chief PatientExperience Officer of Cleveland Clinic Health System. In addition to leading Cleveland Clinic's patient experience department, Dr. Boissy serves as a staff physician at the Cleveland Clinic Mellen Center for Multiple Sclerosis with a secondary appointment in the Clinic's Center for Ethics, Humanities and Spiritual Care. As a Harvard Macy scholar, she has focused her career on improving patient-physician communication; Dr. Boissy guided a comprehensive program to strengthen physician communication skills and implement patient advisory councils across Cleveland Clinic. She currently serves as editor-in-chief of Journal of Patient Experience. Jonathan Bothell, MSN, RN. Director of Office of the Patient Experience, University of Iowa Health Care (Iowa City). Mr. Bothell became director of the Office of the Patient Experience in February 2017 aer five years with UI Health Care. He previously served as a staff nurse in the neonatal intensive care unit and a quality and operational improvement engineer in the Office of Clinical Quality, Safety and Performance Improvement. Mr. Bothell played a key role in UI Health Care's recent partnership with American Academy on Communication in Healthcare to present a speaker series about patient safety and experience. Tiffany Berry, MD. Chief Patient Experience Officer of Baylor Scott & White Health and Vice President of Population Health for Baylor Scott & White Health, Central Texas Division (Dallas). Dr. Berry works to promote a culture of STEEEP care — healthcare that is safe, timely, effective, efficient, equitable and patient-centered. Dr. Berry is a board member overseeing the Baylor Scott & White Quality Alliance, a group dedicated to quality improvement across the healthcare enterprise. In addition to her administrative roles, Dr. Berry practices family medicine at Baylor Scott & White Health's Westfield Clinic and is an assistant professor of family medicine at Texas A&M University Health Science Center. Laurie Brown, RN. Chief Experience Officer of CHI Franciscan Health (Tacoma, Wash.). Ms. Brown transitioned from CHI Franciscan's chief nursing officer to chief experience officer in March 2017. Her 30-plus years in healthcare include positions such as regional director of care management at CHI Franciscan and interim president of the system's St. Anthony Hospital in Gig Harbor, Wash. Since 2005, Ms. Brown has taught in the Nursing and Healthcare Leadership program at University of Washington- Tacoma School of Nursing, where she earned her master's degree in nursing. Ms. Brown is an active member in the Northwest Organization of Nurse Executives and the American Organization of Nurse executives. Susan Coe. Senior Vice President, Chief Experience Officer of University of Maryland Shore Regional Health (Chesterton). Susan Coe has extensive executive experience in healthcare and human resources. Ms. Coe previously served as chief human resources officer of process innovation and organization development with the American Nurses Association. Other leadership positions include vice president of human resources at Bravo Health and director of human resources for the Greater Baltimore Medical Center and Seton Medical Group, all in Baltimore. Ms. Coe received the Human Resources Leadership Award for HR Innovation from the Human Resources Leadership Association of Greater Washington in 2012. Shannon Connor Phillips, MD. Chief Patient Safety and Experience Officer of Intermountain Healthcare (Salt Lake City). As a pediatrician, Dr. Philips joined Cleveland Clinic in 2004 to develop and lead a pediatric hospitalist program. She went on to serve as the Clinic's first chief patient safety officer before joining Intermountain Healthcare in 2017. Dr. Phillips works to transform clinical quality and safety outside the hospital setting as well; she currently serves on the National Quality Forum Expert Panel on Common Formats, a group focused on developing a national standard and repository for patient safety events. Nancy Corcoran-Davidoff. Chief Experience Officer and Executive Vice President of Hackensack (N.J.) Meridian Health. Ms. Corcoran-Davidoff 's 25-plus years of healthcare leadership have included a variety of patient experience-related roles at Hackensack Meridian, including director of consumer affairs, vice president of operations and vice president of service quality. She is currently responsible for the strategic leadership, design, implementation and monitoring of programs and initiatives focusing on patient-centered care. Planetree presented Ms. Corcoran-Davidoff with the Sprit of Caring award in recognition of her personal approach to patient care. Rick Evans. Senior Vice President and Chief Experience Officer of NewYork-Presbyterian Hospital (New York City). Mr. Evans leads NewYork-Presbyterian Hospital's efforts to enhance patient experience across the continuum of care. He helped develop and implement the We Put Patients First initiative in 2011 to increase patient satisfaction scores. Previously, Mr. Evans served as chief experience officer for Massachusetts General Hospital in Boston and its physician organization, overseeing patient experience in addition to physician leadership programs, visitor education programs and the referral management office. Sven Gierlinger. Vice President and Chief Experience Officer of Northwell Health (Great Neck, N.Y.). Mr. Gierlinger draws from his experience in hospitality and the luxury hotel business to help hospitals deliver exceptional customer service. Mr. Gierlinger joined Henry Ford Health System in Detroit in 2008, eventually serving as vice president of hospitality and service culture. Today, Mr. Gierlinger leads patient experience initiatives across Northwell Health's 21 hospitals. Under his guidance, the system is undergoing a "first impression initiative" in which hospital lobbies are being redesigned to enhance hospitality. Rose Glenn. Senior Vice President of Communications and Chief Experience Officer for Henry Ford Health System (Detroit). Rose Glenn joined Henry Ford in 2001, using her 30-plus years of experience in strategic public relations and marketing to spearhead the health system's web strategy, communications and cultural transformation initiatives. As a result, Ms. Glenn played a key role in the team that helped the health system achieve the 2011 Malcolm Baldrige National Quality Award. Ms. Glenn is on the board of the

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