As the healthcare industry continues to move to value-based care with its emphasis on patient experience and reducing costs, some hospitals and health systems are putting stock in a new leadership role: chief experience officer (CXO). Hospitals that designate a C-suite executive expect to benefit financially from higher patient satisfaction scores and positive publicity.
It’s still a relatively new focus in healthcare but it’s growing. In a 2016 survey by Vocera Communications, 44% of healthcare organizations reported having a chief experience officer, and 39% of those reported directly to the CEO or president of the organization. A 2017 survey by The Beryl Institute counted CXOs at 58% of hospitals and health systems, up from just 22% in 2013.