Defining the chief patient experience officer role:
Avoid a “messiah hire” scenario, says Donna Padilla of Witt/ Kieffer. “Clearly define the position and what success will look like.”
But don’t make the focus too narrow, says Airica Steed of the University of Illinois Hospital & Health Sciences System. The CXO has to have flexibility to address the changing needs and cultural nuances of the organization.
Someone who understands the culture is critical, said Dr. James Merlino of the Cleveland Clinic. Familiarity with social nuances can help a CXO harmonize the interests of different stakeholder groups.
The CXO’s status within the organization matters, says Jason Wolf of the Beryl Institute. “If the CXO is buried too deep down, you’ve already made a statement before you’ve even started,” he said.