Articles written by Susan Haufe
How to improve your HCAHPS survey results
Go beyond measurement and get a system of action that will help boost your HCAHPS scores and improve your patients’ experiences. Learn More About XM Solutions for Healthcare We know that captu...
5 min read
Qualtrics gives thanks to healthcare workers
I have been pondering this post for days. The topic I am here to shine a light on is near and dear to my heart. This week is Patient Experience Week––a globally recognized event to celebrate and h...
6 min read
Keeping healthcare systems running at peak performance
To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. ...
3 min read
Improving patient experience by engaging your employees
When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long bee...
5 min read
The healthcare industry needs more than just patient satisfaction surveys to deliver on experiences
The healthcare industry has been asking patients how they feel for over a decade. But patient satisfaction surveys only go so far — to really move the needle on the patient experience, it’s time t...
8 min read
It's time to modernize HCAHPS around experiences
I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior...
8 min read
Being bold to be relevant
Jim Stengel, Author and former CMO of P&G, was joined by Andrea Zahumensky, CMO of KFC US, to di...
By Harry Gough
How ready are Americans to trust a COVID-19 vaccine?
After months of quarantine and a barrage of changing information, much of the American public has be...
By Liesl Nielsen
An astronaut's advice: 6 ways to thrive in isolation and dream big
British astronaut Tim Peake explains how the lessons he’s learned in space can be applied to our o...
By Catherine Thurtle