Be Well: On Satisfying Patients, Chief Experience Officers Answer The Call

City Club Patient Experience Panel, (Left to Right) Sarah Jane Tribble, moderator ideastream; Adrienne Boissy, M.D., M.A., Chief Experience Officer, Cleveland Clinic; Catherine S. Koppelman, R.N., M.S.N., Chief Nursing and Patient Experience Officer, University Hospitals; Sara Laskey, M.D., Chief Patient Experience Officer, The MetroHealth System; Sue Tyler, Executive Vice President and Chief Experience Officer, Medical Mutual. Photo courtesy of The City Club.

In today's world, patients have become consumers - whether we like it or not. Many people now have high-deductible health plans that force them to take into account how much they're spending for healthcare. And, in Northeast Ohio even if we don't care about the costs, there are lots of choices of hospitals and doctors.  So what does it take to keep consumers satisfied? Health reporter Sarah Jane Tribble sat down with ideastream's Anne Glausser to hash this out.

For more information:

"The Evolving Role Of The Health Care Chief Experience Officer," a white paper by Vocera Communications, July 2015.

Medicare's Hospital Compare web site, provides a searchable database of hospital scores and ratings with stars.

"Medicare Discloses Hospitals' Bonuses, Penalties Based On Quality," by Jordan Rau, Kaiser Health News, Dec. 20, 2012.

"Patient Experience Partners: Raising the Bar in Northeast Ohio," City Club Panel, July 29, 2015.

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