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The place of the patient experience manager in the management team. Roles, responsibilities and challenges (EN)

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Hospitals have always adopted an organization that creates silos between the different
professional corporations and responsibilities. Transversal collaboration was necessary when the
care pathway was considered holistically. What is the real role of the CXO and how can this
function share and cooperate with all stakeholders?
Mrs So Yung Straga, CXO Clinique Saint-Jean - Brussels (FR)

Published in: Health & Medicine
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The place of the patient experience manager in the management team. Roles, responsibilities and challenges (EN)

  1. 1. ANNUAL COLLOQUIUM 2019 SO YUNG STRAGA
  2. 2. + MORE THAN 80% MORE THAN 80% OF MANAGERS AND HOSPITAL PHYSICIANS AGREE WITH THE FOLLOWING FACT: « IMPROVEMENT OF PATIENT EXPERIENCE IS AN ABSOLUTE PRIORITY »
  3. 3. TRIPOD PATIENT EXPERIENCE PERSONNALISED TAKING TIME TO LISTEN SHOWING EMPATHY The 2018 study « Consumer Perspectives on Patient Experience » conducted by The Beryl Institute shows that patients and families consider listening and communication as the key ingredients of a positive experience while the age of the institution and parking facilities are at the bottom of the list with priorities.
  4. 4. BRIDGING THE GAP BETWEEN THE HEALTHCARE PROFESSIONALS AND THE PATIENT EXPERIENCE OFFICER
  5. 5. 2 IMPORTANT CONSTATATIONS  Diversity of professions and organisation in silos  Everything falls under « the responsability of patient experience »
  6. 6. LOGISTICS MEDICINE PROCESS TECHNOLOGY CARE ACCREDITATION …
  7. 7. THE XP OFFICER IS THE ARCHITECT WHO IS HELPING THE OWNERS TO ADOPT AN XP CULTURE “THIS IS THE WAY WE ARE DEALING WITH THINGS IN OUR HOSPITAL”
  8. 8. WHO? QUALITY MANAGER PHYSICIAN NURSE COMMUNICATION MANAGER

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