In his role of Chief Experience Officer, Aaron is responsible for Customer Experience Operations defined as patient and family experience, employee experience and referring provider experience. Aaron is also the designated public information officer (PIO) for the district, so he leads marketing and communications efforts as well.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
My most significant accomplishment was bringing unified definitions/operating language and a common platform for all CX and PX initiatives across the hospital, medical group, foundation and our ACO partner organizations.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Like many other healthcare organizations facing a physician and/or nursing shortage, a scarcity mentality can creep up in the C-suite (present company included). The smallest movement away from a patient-centric mindset starts a ripple effect that can short-circuit enterprise PX operations. Fighting this scarcity mentality and the self-centeredness it breeds in care teams is a major challenge in today’s highly competitive market.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
In my opinion, careful screening and hiring, consistent messaging, expert training and coaching, and a willingness to tie leading indicators of positive PX outcomes to bonus and pay structures will be required to ensure better patient experiences in the future.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I work on restoring my 115-year-old prairie style home on the town square (almost finished!), audio engineering for local radio commercials and country music bands and woodworking.
WHY DID YOU JOIN THE BERYL INSTITUTE?
Excellent research and insights and a 360-degree view of patient experience operations.