Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Enhancing the Patient Experience: Best Practices for Chief Nursing Officers :: Cherie C. Whiting


Published on

Published in: Health & Medicine, Business
  • Be the first to comment

  • Be the first to like this

Enhancing the Patient Experience: Best Practices for Chief Nursing Officers :: Cherie C. Whiting

  1. 1. April 26-27, 2012 | The Westin Diplomat Resort & Spa | Hollywood | FLEnhancing the Patient Experience:Best Practices for Chief Nursing Officers Cherie C. Whiting, the Chairperson at the upcoming marcus evans National Healthcare CNO Summit Spring 2012, on the pivotal role Chief Nursing Officers can play to enhance the patient experience. Interview with: Cherie C. Whiting, PhD, RN, Professor, Professional Speaker, Author and CoachFOR IMMEDIATE RELEASE outcomes. We spend two to three times more than any other industrialized country but have higher mortality rates. We have“We often fail to remember that patients are customers in a so much to do to make it right and the CNO can play a largevery compromised and frightened position,” says Cherie C. part in this.Whiting, PhD, RN, Professor, Professional Speaker, Author andCoach. Chief Nursing Officers (CNOs) must work closely with We see more and more patients being discharged fromtheir team to ensure that patients feel comfortable and in safe hospital and coming back in. This is due in part to a lack ofhands during their stay at a hospital and that they are treated continuity of care at home, so people are leaving sick andas the customers that they are. getting sicker. This hampers the wellbeing of patients and increases healthcare costs. It is a vicious circle.The Chairperson at the marcus evans National HealthcareCNO Summit Spring 2012, taking place in Hollywood, Florida, What role does education play here?April 26-27, Whiting discusses best practices in patient careand satisfaction. Cherie C. Whiting: We have not educated ourselves to the level we should. If you look at the healthcare professionsHow can CNOs enhance the patient experience? today, most except nursing are increasing the level of education that is necessary. We must raise nursing to at least aCherie C. Whiting: Too many healthcare organizations today Bachelor’s degree. This will give a minimum standard level ofbelieve that customer service is about having a restaurant education across the board and provide an improvedmenu on demand and a concierge service. If you do not have knowledge base.compassionate concern within your team for the customer,then the rest of it is a waste of time and money. What long-term strategies would you recommend to CNOs?We often fail to remember that patients are customers in a Cherie C. Whiting: CNOs have a huge opportunity andvery compromised and frightened position. Nurses get stuck in responsibility ahead of them. Chief Financial Officers and Chiefa routine, forgetting the vulnerability of the sick patient lying Executive Officers are currently dealing with a myriad of otherin bed. By simply being kind and empathetic, we can make a issues, so the nursing team must take up the responsibility ofdifference in the patient’s life and make their stay more creating a better patient experience and customer servicepleasant. As a result, patient satisfaction scores can not only while they have the chance.increase, but skyrocket. If CNOs create a patient experience that is exemplary, thatCNOs should instill a cause into their teams to work for alone would catapult them to stardom in their professionsomething bigger and better than themselves. What is bigger because it is not happening out there. They must get out ofthan caring for someone who is sick? Whether the patient the office, talk with staff, create the expectation and live therecovers successfully or not, this attitude will improve the time example. It is a very simple formula, but it will not be easy,they spend in the hospital, and make their hospital experience especially in regard to the follow through needed. It willa successful one. however, be worth it.What are the faults in the current healthcare system? As the healthcare system changes with legislation and the shortage of nurses increases, CNOs will play a pivotal role inCherie C. Whiting: The US has the most expensive healthcare the success of the healthcare system, even more than they dosystem in the world but is far from the best when it comes to today.
  2. 2. April 26-27, 2012 | The Westin Diplomat Resort & Spa | Hollywood | FL Contact: Stacey Melvin, Journalist, marcus evans, Summits Division Tel: + 357 22 849 400 Email: About the National Healthcare CNO Summit Spring 2012 This unique forum will take place at The Westin Diplomat Resort & Spa, Hollywood, Florida, April 26-27, 2012. Offering much more than any conference, exhibition or trade show, this exclusive meeting will bring together esteemed industry thought leaders and solution providers to a highly focused and interactive networking event. The Summit includes presentations on the healthcare reform, nursing in the era of meaningful use and improving patient care. For more information please send an email to or visit the event website at marcus evans group - healthcare sector portal Please note that the summit is a closed business event and the number of participants strictly limited. About marcus evans Summits marcus evans Summits are high level business forums for the world’s leading decision-makers to meet, learn and discuss strategies and solutions. Held at exclusive locations around the world, these events provide attendees with a unique opportunity to individually tailor their schedules of keynote presentations, think tanks, seminars and one-on-one business meetings. For more information, please visit All rights reserved. The above content may be republished or reproduced – kindly inform us by sending an email to