Hospitals and health care systems have been directing more attention to whether or not their patients feel satisfied with the care and treatment they receive. If hospitals don’t score well on standardized patient surveys that rate the care, they risk losing some Medicare reimbursement. Thus, a satisfied patient experience is becoming a priority of the medical establishment, and with this comes the emergence of the chief patient experience officer — or PX — in the executive suite.
I recently had reason to visit the chief patient experience officer of a large metropolitan medical center who was in the midst of a system wide study in an effort to improve patient centered care and eliminate stressors. His office walls were lined with a series of “maps” of a patient’s progress through the day and night. It reminded me of a continuous EKG chart measuring heartbeats. Each time a hospital employee, whether nurse, doctor, or housekeeping staff interacted with the patient, it was noted.
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